Customer Service Representative

Customer Service Representative

Fives North American Combustion, Inc. is hiring a permanent, full-time Customer Service Representative to join our team in Cleveland, OH. Fives North American Combustion (HQ: Cleveland) is a dynamic subsidiary of the renowned Fives Group (HQ: Paris). Boasting over 100 years of groundbreaking contributions to industrial combustion, we stand at the forefront of thermal process engineering and manufacturing across the globe. From designing and manufacturing cutting-edge burners and industrial furnaces to installing and servicing combustion systems, we span industries including aluminum, steel, forging, incineration, oil and gas, mineral, paper, glass, and food. Our fusion of innovative energy and expertise yields unparalleled technology, breakthrough products and performance-enhancing solutions. Fueling our success is a firm belief in innovation through collaboration. At Fives, we are driven by a common calling, to prove that industry can do it! Join us as we work together to make industry an answer to technological, environmental, social, and economic challenges of our time and to make your career an adventure in shaping the future of industrial excellence. At Fives, we all have a part to play in achieving our common mission.

Your role will be:

• Respond to customer questions, explain available services, correct errors, provide pricing information, take orders, develop leads, and sell products and services
• Performs Restricted Party Screening for inquiries and orders
• Process domestic and export quotes
• Process domestic and export orders into SAP-based computer system
• Effective, accurate, and efficient processing of all customer requests (quotes, orders, RMA's, rescheduled notices, parts inquiries)
• Research spare parts for customers
• Call Center team member
• Assist Domestic Sales offices, European entities, and Distributors with quotes, orders and inquiries
• Provide pricing, product availability, and lead-time information. Follow up on quotations
• Work closely with internal departments to ensure customer satisfaction (Engineering, Logistics, and Finance teams)
• Coordinate order processing, product availability, and shipping schedules
• Monitor open issues and ensure timely follow-up
• Monitor order status and communicate updates to customers
• Resolve customer issues and escalate concerns when needed

Minimum of 2 years of experience in a customer service-related position

Experience in manufacturing customer service preferred

Proficient in Microsoft Office applications (Outlook, Word, and Excel)

Prior order entry and quote experience

Prior export order and quote experience

Basic export compliance knowledge

Prior SAP experience is a plus

Benefits:

Comprehensive benefits package featuring coverage for the majority of health insurance premiums, along with company-paid life insurance, short-term disability (STD), and long-term disability (LTD)

401(k): 6% match and immediate vesting

Paid vacation, sick and volunteer time

12 paid holidays

Parental leave

Tuition reimbursement

Training and development

Company social events

Work/life balance and more!

Why come to Fives North American Combustion? We are visionaries, challengers, collaborators and relationship-builders. We are passionate and proud of our history, products and services. We take care of each other, our customers, and our communities simply because it is the right thing to do. Collectively, we solve problems for companies around the world and offer the highest quality products and services to make our customers and our workforce successful. Our team is made up of motivated, intelligent and engaged creators who work hard, play hard, and are committed to minimizing the environmental impact of fossil fuels. Industry can do it with you!