Customer Service Representative - Sales Quote Processing

Customer Service Representative

Make a difference while building a career close to home. At The Baker Company, the work we do matters. As a local, American-made manufacturer, we design and build products that are used in laboratories and scientific research around the worldwork that contributes to discoveries, advances science, and ultimately helps people.

We're looking for a Customer Service Representative to join our team in Sanford, Maine and play an important role in supporting our customers, independent manufacturer's sales representatives, and sales partners. In this role, you'll process quotes and purchase orders, field incoming calls and online inquiries, and work closely with our sales network and internal teams to ensure customer questions and requests are resolved accurately and in a timely manner. Along with meaningful work, The Baker Company offers a great work-life balance, competitive benefits, and a supportive work environment.

Duties and Responsibilities

• Fields incoming phone calls and online inquiries from end users, service technicians, and sales professionals in a courteous and helpful manner
• Supports a network of independent manufacturer's sales representatives and/or sales partners
• Processes quotes and purchase orders
• Log call data/info into CRM or ERP
• Coordinate with engineering personnel to get the customer's answers as required. Provide product, pricing and other relevant information as requested by Customers / Field Techs
• Issues warranty calls
• Ensures customer inquiries are resolved in a timely manner (e.g., warranty, non-warranty, troubleshooting service incidents)
• Solid understanding of the features and benefits of all products sold and serviced by the company
• In-depth knowledge of all warranties
• Ensures compliance with the company's quality assurance program and customer satisfaction programs to ensure the equitable resolution of customer complaints
• Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards
• Communicates with others in the company (vertically and horizontally) to ensure compliance with service standards and company policies.
• Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units
• Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
• Perform other relevant duties as assigned by the supervisor and/or manager

Key Performance Metrics

• Call logs (In-bound/out-bound). Data log. Territory management. Product knowledge. Order accuracy and validity. Completeness of orders.

Physical Requirements

• Able to sit for extended periods of time. Able to work on a computer.

Minimum Requirements

• Experience processing customer quotes in a manufacturing company highly preferred
• Associates/bachelor's degree in business preferred
• Experience in international orders / shipments is a plus
• Contracts administration/bids knowledge a plus.
• Excellent communication skills
• Strong organizational skills
• High energy level
• Proficient in Microsoft applications
• Good analytical skills
• Ability to multi-task
• Works under little to no supervision.
• Able to work under pressure and meet deadlines

The hourly range for this role is $24.00 to $27.00 USD. The range provided is a good faith estimate representative of all experience levels. The Baker Company considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training, and key skills.