Serves Customer by providing product and service information. Communicating with customer to determine their requirements for products and services. Discerns needs of customer and aligns with company capabilities and capacities. Completes the flow down of customer requirements throughout the organization in connection with the quotation and order process.
ESSENTIAL JOB DUTIES:
Technical Customer Service Representative’s Duties and Responsibilities:
Processes incoming customer inquiries, requests for information and orders. Analyzes the content of the order, supplying missing or incomplete information, verifying the accuracy of the information, including pricing, discounts, Conditions of sale, shipping instructions and initiating the internal order in the company ERP system.
Communicating with customers by visiting or other method attempting to convince prospective clients of desirability and practicability of products and services offered. Customer contact could be engineers, buyers and other personnel at industry or other establishments.
Maintains current knowledge of shop backlog manufacturing capacity. Estimating production lead times for quotations and new orders based on contacts with the engineering, manufacturing and quality control departments.
Resolves product or service problems by clarifying customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
Maintain and enhance customer communication. Coordinating response to any customer request regarding a current or previous order. Visit customer sites, possibly in conjunction with other personnel.
Maintains professional and technical knowledge. Attending education workshops, reviewing professional publications, establishing personal networks, participating in professional societies plus continuing education in company products, applications, sales policies and procedures.
Other duties as assigned.
There are no supervisory responsibilities for this job.
Bachelor's degree from four-year College or University; or three years minimum related experience and/or training; or equivalent combination of education and experience.