Customer Service Representative II

Job Description The Customer Service Representative II will be integral to the Parts Customer Support team of the Lifecycle Performance Services organization (LPS). In this mid-level role, the CSR II will have further responsibilities for assigned customer accounts and will interface with other facets of the LPS/MHS business portfolio relative to the needs at hand. The CSR II will manage incoming requests for technical support, process purchase orders, assist customers with their needs and build strong customer relationships. In addition, upselling of other LPS products and services is a constant duty. The role is focused on delivering innovative, affordable solutions to the e-commerce and automated material handling industry through superior customer experiences. The successful candidate will be enthusiastic, motivated, technically oriented, and dedicated, with a willingness to thrive in a fast-paced environment. Responsibilities Collaborate efficiently and effectively in all duties with the guidance of management. Participate in LPS parts meetings to monitor orders and procurement details and to identify and mitigate any issues or hurdles. Accurately process all electronic transactions using the LPS ERP business software. Create customer parts quotations using the current ERP system. Process customer parts orders and confirm them back to the customer in a timely fashion. Provide daily support to internal and external customers via telephone and e-mail. Resolve customer concerns or complaints professionally and efficiently in a timely manner. Manage open orders to closure. Provide consultative parts replacement and other relevant advice as needed. Direct internal or external resources as required to meet customer needs. Be self-motivated, detail-orientated, customer-service-focused, and results oriented. Perform other job duties as assigned. Qualifications A strong technical aptitude. Understand the various FORTNA/MHS/TGW brand family of products and equipment model numbers and where to find mechanical and electrical drawings to assist customers as required. Accurately identify customer parts requests, research company databases, and use needed software to ensure correct parts and prices are quoted. Knowledge of material handling, e-commerce, or conveyor industry. Attention to detail, accuracy, and thoroughness. Proven strong customer service skills. Excellent communication skills. Proficiency in Microsoft Office Suite and Excel. Ability to multi-task and respond to sudden and urgent customer needs. Strong proficiency using an ERP system. Education and Experience: High School Diploma / GED certification as a minimum. College degree, particularly in a technical field, is a plus but not required. 2-4 years’ experience in the field. Employment history with related industry is a plus. This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills, and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor. The policy of FORTNA and its affiliated companies is to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state, or local law. FORTNA will provide reasonable accommodations for qualified individuals with disabilities. #J-18808-Ljbffr