Customer Service Representative

Job Description

Job Description

The Technical Customer Service Rep. is responsible for assisting customers in identifying their machine’s part(s) and processing such part(s) orders in the ERP system, as well as efficient communication among all customer service, machine service techs and customers.

Duties/Responsibilities:

• Assisting customers in identifying their needed machine parts based on the machine serial numbers, manuals and available drawings.
• Assisting customers in understanding their machines issues over the phone to determine how best to resolve their issue.
• Communicating unsolved customer machine issues to the service techs.
• Following up with customers to ensure they receive the proper support from PCS.
• Processing customer’s sales quotes and orders in the ERP system.
• Assisting customer service in resolving any customer/product related issues.
• Communicating any product related issue with other departments accordingly.
• Communicating any products shortages to the purchasing manager timely.
• Assisting customers in processing returns in the ERP system when required.
• Reviewing back order, customer demand reports and communicating any issues to purchasing/shipping departments.
• Informing sales personnel of any major issues related to their customers.
• Performing other duties as assigned.

Required Skills/Abilities:

1. Strong over the phone mechanical troubleshooting skills.

2. Ability to read machine’s diagrams/manuals.

3. Ability to read parts mechanical drawings.

4. Ability to communicate effectively with customers and other employees of the organization.

5. Excellent knowledge of ERP systems.

6. Excellent oral and written communication skills.

7. Strong analytical skills.

1. Excellent organizational skills.
2. Proficient with Microsoft Office Suite or related software.

Education and Experience:

· Coursework or degree in mechanical engineering or equivalent experience

· Three years plus work experience in a electrical/mechanical service industry

Physical Requirements:

· Prolonged periods of sitting at a desk and working on a computer.

· Must be able to lift up to 50 pounds at times.