Competencies (required education, training, skills, and/or experience):
Associate’s degree in business related field or three years’ experience in customer service.
Exceptional customer service skills including the ability to interact with international contacts.
Excellent oral and written communication skills.
Excellent interpersonal skills.
Proven aptitude to learn and communicate complex/technical concepts.
Proficient working with Microsoft Office (Excel, Word, Outlook).
Proven ability to multi-task while maintaining organization and a strong attention to detail.
Proven problem-solving and analytical skills.
Knowledge of global geography.
Primary Responsibilities (functions, job duties, tasks, etc.):
Answer and direct incoming domestic and international calls, e-mail, and website requests.
Provide technical literature, advice, and recommendations for customer and distributor inquiries.
Perform full Customer Service lifecycle from maintaining customer accounts and providing quotations to confirming production and delivery schedules with Production Supervisor and customers for all international and domestic requests.
Follow up on quotations, and provide information to management on activity, trends, competition.
Build customer relationships; maintain currency with contacts and maintain CRM database.
Identify sales opportunities and proactively work to move customer along the path to purchase.
As needed, fulfill customer requests regarding returns, order status, and shipping.
Collaborate across departments as necessary to ensure thorough customer assistance.
Advise Application Engineers and Marketing of customer trends, requests, and provide input on website, newsletter, and other material that would assist clients and facilitate sales.
Provide necessary documentation to Shipping and Receiving Coordinator.
Fulfill website orders and requests.
Provide administrative services as needed.
All other duties as assigned.
Organizational Relationships (primary contacts/interfaces):
Reports to Customer Service Manager.
Regular contact with peers in all departments
Regularly required to sit.
Must be able to occasionally lift or move up to 20 pounds.
Occasional travel to out-of-state trade shows and conferences.
$20-$25/hour plus Bonus
Must be able to work out of the office. Previous customer service experience required.