Customer Service Representative

Responsibilities / Tasks

Position Overview

Work as a member of the spare parts order handling team within the NAM Service organization. In their role they develop relationships with customers, creates offers, processes orders, invoices, and communicates order status, etc. as efficiently as possible while providing the highest level of customer service. The CSR remains attentive to customer needs for Spare Parts, Field Service, and Authorized Repair Shop sales opportunities. The position reports to the respective Team Leader for the Solutions or Equipment spare parts order handling teams.

Job Responsibilities and Tasks

May include but are not limited to the following.  Other duties may be assigned as required.

• Manage incoming customer requests for all GEA LPT equipment including parts clarification and routing of inquiries to the proper GEA personnel
• Responds to customer inquiries in a timely and professional manner (email, phone, CRM, etc.)
• Efficiently creates & communicates offers within CRM/ERP & online via customer portals
• Efficiently processes orders (within CRM/ERP & online via customer portals) as well as returns/warranties
• Works with overseas Centers of Competence (COC’s), specifically for Food and Dairy technologies to ensure timely response to customers
• Interface with the parts warehouse and/or GEA factories on internal purchase orders and deliveries, including expedited processing for urgent requests
• Communicates with customers status changes for orders that may impact expected and requested delivery dates as necessary
• Works with other departments (purchasing, logistics, accounting, sales, etc.) in a timely and professional manner to meet customer’s needs
• Assist in situations escalated in support of Invoicing and Collections efforts
• Balances open tasks with other customer support priorities within the team or department when known
• Works with the team to efficiently create & communicate offers within CRM/ERP (SAP or MS Axapta) & online via customer portals

Your Profile / Qualifications

Requirements

• 3-5 years in a customer support role (preferably business to business) in performing order processing and inside sales to demanding industrial customers
• Able to provide support to a multi-location team efficiently and accurately
• Able to multi-task and work under pressure.
• Self-motivated and highly organized. Must be able to work independently and as part of a team.
• Experience supporting performance improvement within multi-location and remote teams
• Computer literacy including knowledge of MS Axapta, CRM, MS Office, and ability to learn new software
• Ability to read technical manuals, engineering drawings, and search product information within the company’s software system (with training)
• Experience working with OEM factories and industrial suppliers is desirable
• A working knowledge of industrial and sanitary processing equipment is desirable but not necessary

Interpersonal skills:

• Organized and Analytical
• Strong attention to detail
• Strong communicator at all levels
• Listens carefully, contributes own opinions in a constructive matter
• Shows Initiative and Team Player

Did we spark your interest?
Then please click apply above to access our guided application process.