Customer Support Representative

Job Description

Job Description

A leading manufacturing client in Waukesha, Wisconsin is looking to hire a Customer Support Representative to join their team! This position is direct hire, onsite and requires someone who is able to participate in rotating 24/7 on call nonbusiness hours.

Duties of Role:

• Receive customer inquiries or orders via phone/email and add to CRM Systems (SAP Cloud)
• Process customer quotes within Enterprise Resource Planning (ERP) system.
• Works closely with cross functional teams; Production Control & Purchasing to determine scheduling and pricing.
• Process and confirm parts orders for customers.
• Verifies credit terms and credit status at time of order.
• Works closely with cross functional teams: Accounting if orders have payment terms other than Net 30.
• Logs after-hour calls in CRM Systems (SAP Cloud) as needed for After Sales profitability.
• Manage and track order status for customer portfolio.
• Continued follow ups with customer until time of delivery.
• Manage all electronic filing of order documents in CRM Systems (SAP Cloud).
• Participates in regular rotating weekly schedule of 24/7 on-call non-business hours support.
• The team works together to generate a schedule that works for everyone.
• Process warranty claims and any applicable credit memos.
• Proactively contacts customers within assigned region.
• Maintains customer’s information in SAP Enterprise Resource Planning system.
  • This includes but is not limited to: Contacts, payment terms, incoterms, shipping information.

Must Haves:

• An associate degree of equivalent from a two-year college or technical school
• Five years or experience in customer service or parts sales for mechanical equipment; or an equivalent combination of education and experience.

This role is paying $26 - $35 an hour, depending on skills, education, etc.