Customer Service Rep I

Company Overview

Nikkiso Clean Energy & Industrial Gases is a leading provider of cryogenic pumps, heat exchangers, process systems, services, and solutions for the LNG and industrial gases industry. We are a subsidiary of Nikkiso Company Ltd, a leading industrial manufacturer headquartered in Tokyo, Japan, with over $1.5 B in annual revenue, 8000 + employees worldwide, and publicly traded on the Tokyo Stock Exchange.

Nikkiso ACD is an engineering and manufacturing company specializing in machinery designed to operate at cryogenic temperatures as low as – 420 degrees Fahrenheit, the boiling point of Liquid hydrogen. For over 50 years, Nikkiso ACD has specialized in centrifugal and reciprocating pumps as well as turbines for air separation. Nikkiso ACD has the most diversified product line in the industry covering nearly every application requiring pumps or turboexpanders.

Job Overview

We are seeking a proactive and customer-focused individual to join our team as a New Equipment Customer Service Representative. In this role, you will be responsible for providing exceptional customer service to clients who have purchased new equipment from our company. You will serve as the primary point of contact for customers, addressing inquiries, troubleshooting issues, and ensuring a smooth and satisfactory experience throughout the equipment acquisition process.

This position is based at ACD, LLC, located in Santa Ana, CA

Responsibilities

• Customer Support: Provide courteous and prompt assistance to customers via phone, email, and in-person interactions. Address inquiries regarding new equipment purchases, delivery schedules, product specifications, and post-sales support.
• Order Processing: Manage orders for new equipment, ensuring accuracy and timely processing. Coordinate with internal departments such as sales, logistics, and inventory to facilitate smooth order fulfillment and delivery.
• Technical Assistance: Offer basic technical support to customers regarding the operation, installation, and maintenance of new equipment. Troubleshoot issues and escalate complex technical problems to the appropriate departments for resolution.
• Documentation and Record-Keeping: Maintain accurate records of customer interactions, orders, and service requests. Ensure all relevant documentation is properly filed and updated in the company's CRM system.
• Customer Satisfaction: Proactively follow up with customers to ensure their satisfaction with newly acquired equipment. Address any concerns or issues promptly and effectively, striving to exceed customer expectations and foster long-term relationships.
• Product Knowledge: Stay informed about the features, benefits, and technical specifications of the company's new equipment offerings. Continuously update product knowledge through training sessions and self-study to provide accurate information to customers.
• Cross-Functional Collaboration: Collaborate with sales, technical support, and other departments to resolve customer issues and improve overall customer satisfaction. Provide feedback to relevant stakeholders regarding customer experiences and product performance.

Qualifications

• Verbal communication skills: Speaks clearly and persuasively to convey information effectively; actively listens to understand, asks questions as appropriate, and responds well to questions.
• Written communication skills: Writes clearly, accurately, and informatively, providing detailed documentation, analysis, specifications, quotes, and recommendations regarding product line performance.
• Analytical skills: Identifies complex problems and reviews related information to develop and evaluate options; considers the relative costs and benefits of options for optimal performance; determines how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Organizational skills: Manages and completes multiple tasks on time and plans, prioritizes, and organizes work to achieve goals and objectives with excellent follow-through and follow-up, responding in a timely manner to customer inquiries and demands.
• Interpersonal skills: Builds constructive and cooperative working relationships with multiple departments and customers to effectively achieve goals and objectives.
• Computer skills: High level of proficiency in Microsoft Office software, especially Word, Excel, and Outlook; proficiency in order entry and customer database software.
• Ability to work under pressure, meet deadlines, and work independently with little supervision.
• Ability to take on responsibilities and challenges, be