Customer Service Representative

JOB TITLE: Customer Service Representative

REPORTS TO: Customer Service Manager

FLSA: Non-Exempt

STATUS: Full Time

DIRECT REPORTS: None

Who we am

A multi‑national well‑established Original Equipment Manufacturer. Our brands have a long‑standing and significant presence and brand recognition within their target markets and industries with a strong emphasis on total customer satisfaction.

The Gulftech International family of companies are the world’s recognized leaders in engineering, manufacturing, lease, sale and service of industrial food processing machinery. Our companies serve the largest food production and processing companies across the globe.

What you will do

• Provide world class service to global customer base and Sales and Service teams (internal and external customers).
• Effectively and efficiently process inbound customer service calls and inquiries.
• Use strong systems skills to collate, enter, review, prioritize, schedule and release company sales orders accurately and timely as well as in the most efficient manner possible.
• Accurately process and coordinate service, sold parts, and machine sales orders.
• Troubleshoot parts orders to ensure order accuracy. Such as part numbers and quantities, financial classification, and dollar amount of order (resolution of discrepancies generally requires close communication with customers, service staff, engineering and management).
• Use analysis skills to provide management, field service, and customers with status of all sales orders in the most efficient and effective manner (Open sales order reports, history, budget, and back order reports).
• Coordinate and process all returned goods (RGA's, assign numbers) parts. Issue all related service parts credits.
• Communicates with customer and vendors on all aspects of service/part transactions, including expediting, until order arrives at the destination.
• Work in close liaison with traffic and end customers to coordinate international shipping documentation.
• Track freight cost each month, verify the company has billed and coded costs correctly. Work with vendors and manager on freight discrepancies.
• Coordinate moving machines and/or parts from one region to another for both domestic and international transactions.

What it takes to be successful

• 3-5 years’ experience in Customer Service and Sales position (experience processing sales orders desired).
• Associates degree in Business (preferred).
• Experience using MRP/ER System (JD Edwards preferred).
• Experience in programs like DocuSign and Salesforce.
• Advanced PC skills in Excel required.
• Strong understanding of international trade procedures and incoterms.
• Experience in export/import documentation and customs regulations.
• Proven ability to identify and lead process improvements.
• Excellent communication and customer service skills. (Internal and External).
• Demonstrate high level of initiative to identify and solve problems.
• Ability to work under pressure in a fast‑paced environment.
• Ability to calmly and respectfully work with a variety of people and personalities. Highly organized with the ability to effectively meet goals and deadlines for multiple and concurrent assignments/projects.
• Ability to maintain a high level of accuracy and attention to detail.

What we can offer

• Opportunity to be part of a small team that can make a big impact on long term organizational performance and growth.
• Strong internal support to help promote personal growth and goals.
• Internal growth, advancement, and promote-from-within practices.
• Engaging and progressive culture.
• High level of autonomy.
• Profit Share retirement contribution plan – fully funded by Company.
• Possibility of hybrid remote schedule – 2 days a week telework.
• 10 Company‑paid Holidays.
• Generous vacation program.
• 48 hours of personal time (prorated depending on start date in calendar year).

*The pay range for this role is $23-$28 an hour. Salary information is a general guideline only. Actual compensation considers factors such as (but not limited to) the scope and responsibilities of the position, location, work experience, education, and key skills. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

*Atlas Pacific is dedicated to the principles of equal employment opportunity in any term, condition, or privilege of employment. We do not discriminate against applicants or employees on the basis of age, ancestry, race, sex (including pregnancy and sexual orientation/gender identity), color, religion, national origin, parental status, marital status, political affiliation, family medical history or genetic information, military or veteran status, disability, medical condition, or any other non‑merit based factor or status protected by federal, state or local law.