Customer Service Representative - Parts (Charlotte)

Who is Biesse?

Biesse is a multinational manufacturer of integrated lines and machines for the processing of wood, glass, stone, metals, plastics-composites and materials of the future.

Founded in Italy in 1969 and listed in the Euronext STAR segment of the Italian Stock Exchange, we support the business development of our customers in the furniture, housing & construction, automotive and aerospace sectors. Biesse's vision is to simplify clients' manufacturing processes and provide them with the most suitable solutions.

Biesse America, located in Charlotte, NC, has been serving the US Market since 1989. We're looking for an experienced Parts Customer Service Representative to join an exceptional team in contributing to the company's continued growth and success.

How You'll Be a Factor:

• Manage the Parts' department database management system (DBMS) queue orders and customer inquiries.
• Utilize the Parts departments system portals to manage customer orders and research the appropriate items related to customer request.
• Field inbound phone calls from customers, sales representatives and/or field technicians and complete parts quotations and sales orders.
• Order processing includes, but is not limited to, requesting and sending quotes, confirming orders, and tracking order fulfillment.
• Build relationships with various internal departments and Biesse Factories to streamline customer requests and orders.
• Utilize problem-solving skills to research complex issues, reach a conclusion, and execute with exceptional customer service.
• Collaborate with team members to streamline and improve processes and procedures as well as resolve customer issues.
• Follow up with customers who have outstanding requests to provide any updates or developments.
• Resolve logistical issues with North American customers including, but not limited to quality claims and missing shipments in tandem with the Warehouse Manager.
• Identify and escalate issues as necessary to supervisors.
• Utilize Excel reporting.
• Other duties as assigned.

Qualifications:

• 2-3 years of inside sales/customer service/call center experience;
• Auto parts, tooling, machinery, or manufacturing/production industry experience preferred
• Intermediate Microsoft Office skills
• Experience using Oracle or a similar system for queue management and order placement
• Excellent written, verbal and interpersonal communication skills
• Ability to prioritize tasks In a fast-paced environment
• Organization and issue tracking skills with ability to follow through on commitments to customers
• Self-starting attitude, willingness to take initiative, ask questions and drive for results
• Bilingual in Spanish is a plus!

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance