Customer Service Specialist

Job Description

Job Description

Job description

Would you like to be part of an international manufacturing and engineering company with a world-leading market position? An organization under constant development, delivering complex and large-scale turnkey projects? Then Frontmatec is the place for you.

We are currently looking for an experienced Technical Customer Service Specialist to join our growing team in Kansas City.

In this position, you will be responsible for providing customer service by responding to customer requests for spare parts on equipment sold and performing administrative tasks to ensure the smooth operation of the department.

 

Responsibilities:

Parts Pricing

- Maintain retail price list accordingly to margin company’s policies at the direction of the Parts Manager, NA.

- Coordinate all customer returns by tracking RMAs for repairs and credits.

- Perform various clerical tasks for the spare parts department.

Obsolescence Strategy

- Draft tech-notes to communicate obsolete parts to our customers in collaboration with engineering.

- Working with engineering gather the necessary information to quote the parts only, or drop-in obsolescence solutions to our SeSo Insights Specialist or the larger project-sized modifications to our SeSo Sr. Sales Manager.

Install Base Management Using the Customer Relationship Management (CRM) System

- Maintain the "installed base" of our equipment in the CRM.

- Keep technical documents up to date in the CRM. (Parts manuals, operating manuals, drawings, etc.) in collaboration with engineering and the catalog team.

Customer Service

- Provide customer service for sold equipment by responding to customers, taking spare parts orders (by phone), and entering them into the computerized management system.

- Provide customer service for equipment sold to both internal and external stakeholders

- Researching part numbers for internal and external stakeholders

- Relaying customer needs or wants regarding pricing, delivery, or any other voice of customer they may provide.

- Generate a back-order report to control overdue orders and follow up with other departments.

- Gather pricing and delivery information for quotations for internal and external stakeholders.

- Prepare quotes for customers regarding spare parts.

- Escalation for parts representatives to help with customer s

Return Material Authorizations

- Issuing RMAs to customers

- Initiating and following the RMA process for our customers and the internal process

- Tracking and following up with the customers and responsible parties for repairs and returns.

 

Qualifications

- Proficiency in Word, Excel, and Outlook.

- Ability to work with an ERP.

- Advanced level of English.

- Customer service orientation.

- Professionalism.

- Organizational skills.

- Sense of responsibility.

- Resourcefulness.

Education and experience

• Must be proficient in Microsoft Dynamics AX and Microsoft Office products
• High level of detail, professionalism and integrity.
• Ability to function independently.
• Strong written and verbal communication skills.
• Strong background in Customer Service and Focus
• Background in Technical environment would be a plus
• Bi-lingual in Spanish or French would be a plus