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Customer Service Representative, Sr

4 hours ago

Vernon Hills, Illinois, United States Bosch USA Full time

Company Description
Bosch Rexroth is one of the world's leading providers of Drive and Control Technologies. Regardless of the motion task that customers face anywhere in the world, they will always find a Bosch Rexroth team with local experience and the appropriate know-how from more than 30 industries and all drive and control technologies. Our associates take on their customers' challenges with passion and persistence until the right solution is found. This is what makes Bosch Rexroth a strong, reliable partner for Mobile Applications, Machinery Applications and Engineering and Factory Automation. As the Drive & Control Company, we develop, produce, and distribute our components and system solutions in over 80 countries.

Bosch Rexroth, dba HydraForce, Inc. offers one of the most comprehensive lines of high-quality hydraulic cartridge valves for the mobile and industrial equipment markets. We design and manufacture high performance valves that meet virtually any need encountered in machine design. Our cartridge valves are designed to fit a wide range of industry-common valve cavities. Our employees enjoy a fast-paced and challenging work environment that provides them with daily opportunities to Power Forward their careers. For almost 35 years, Bosch Rexroth, dba HydraForce, Inc. has been producing the most innovative elector-hydraulic control solutions for the mobile machinery and industrial equipment markets.

Job Description
The Customer Service Representative, Sr delivers exceptional support to internal and external customers via phone or in-person interactions. This role focuses on resolving inquiries, processing orders, ensuring timely deliveries, and upholding the company's mission, policies, and procedures.

Key Responsibilities
This role encompasses the following core duties, with additional tasks assigned as needed to meet customer requirements:

  • Support the Customer Service Manager with reports, meeting information, and development of training programs, policies, and initiatives.
  • Professionally manage incoming calls and promptly address customer inquiries, orders, and concerns via phone or email.
  • Mentor Customer Service Representatives, providing performance feedback.
  • Maintain clear, proactive communication with customers, providing accurate technical or product-related information.
  • Process and route customer orders/changes accurately using SAP.
  • Investigate and resolve customer complaints and billing issues, escalating to the manager when necessary.
  • Support CH200QPPM quality objectives and drive related improvement initiatives.
  • Collaborate with cross-functional teams to ensure reliable customer information and timely order processing/shipping.
  • Partner with Sales to implement pricing updates in SAP.
  • Act as a liaison with other departments, sharing updates and supporting outside sales representatives.
  • Stay informed about products, services, and industry trends.
  • Embrace change, seek continuous improvement, and work independently with minimal supervision.
  • Complete special projects and other duties as assigned.

Qualifications
Qualifications and Experience:

  • Minimum education-High school diploma or equivalent, college experience preferred
  • 5-7 years of proven success as a Customer Service Representative, with 5+ years of experience in business-to-business customer service.
  • Background in manufacturing or customer service within a manufacturing environment is highly desirable.
  • Strong track record of effectively managing customer orders, resolving issues, and addressing complaints across all levels.
  • Proactive, hands-on approach to consistently surpassing client expectations.
  • Proficient in Microsoft Office Suite / Excel, with strong organizational skills to prioritize and manage workflows effectively.
  • Proficient with working in an ERP system (SAP preferred)

Skills And Competencies

  • Superior verbal and written communication skills, fostering strong relationships with diverse individuals at all levels.
  • Adaptable and enthusiastic, adept at handling shifting priorities while remaining composed under pressure.
  • Capable of working independently or collaboratively, with clear comprehension of written and verbal instructions.
  • Skilled in diverse clerical tasks, basic accounting procedures, and efficient, accurate data entry.

Physical Requirements

  • Ability to sit for extended periods.
  • Occasional work on the manufacturing floor to monitor and update customer orders.

Core Values

  • Integrity: Always act ethically, no matter the circumstance.
  • Innovation: Continually explore new ways to enhance our people, products, and processes.
  • Agility: Act decisively to adapt to changing market and business needs.
  • Accountability: Take ownership of responsibilities, commitments, and outcomes.
  • Respect: Treat everyone with fairness, dignity, and honesty.

Our Culture

  • Driven by quality in products and services.
  • Embraces change and continuous improvement.
  • Fueled by intellectual curiosity.
  • Focused on delighting both internal and external customers.

Additional Information
Equal Opportunity Employer, including disability / veterans
BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

  • FIRST Robotics (For Inspiration and Recognition of Science and Technology)
  • AWIM (A World In Motion)