Customer Service Representative

Job Description

Job Description

Job Summary:

The Customer Service Representative serves as a key liaison between customers, outside sales representatives, and internal departments. This role is responsible for delivering outstanding customer service, supporting sales activities, sales data entry and analysis, and coordinating trade show logistics. The ideal candidate is highly organized, customer-focused, and capable of managing multiple priorities in a fast-paced environment.

Key Responsibilities:

Customer and Sales Support

• Serve as internal sales support to achieve or exceed North American sales goals by providing administrative and customer account support.
• Serve as contact for customers. This includes (but is not limited to) answering initial inquiries, taking sales orders, referring leads, and answering basic order status questions, pricing details, and general information, ensuring timely follow-ups and resolutions.
• Input all equipment and spare parts orders efficiently.
• Main point of contact for third-party parts distributor; to include order entry and forecasting needs to internal purchasing department.
• Implement and maintain parts, machine, and base cabinet pricing at customer level.
• Input production forecast into ERP system by machine model.
• Collaborate with internal departments to ensure expectations and delivery commitments are met.
• Maintain customer records, sales activity reports, and CRM data.
• Other duties as assigned

Trade Show and Demo Coordination

• Coordinate all aspects of trade show participation, including registration, logistics, shipping booth materials, and promotional items.
• Manage trade show schedules and communications with event organizers with the sales team.
• Assist in booth setup planning and post-show follow-up activities.
• Coordinate collection and distribution of trade show leads.
• Manage scheduling, tracking, and logistics for customer demonstration equipment and machines.
• Coordinate shipment, delivery, return, and documentation of demo equipment.
• Communicate with customers and sales representatives regarding demo schedules and availability.
• Maintain accurate inventory records of all demo equipment

Administrative Support

• Prepare sales reports, presentations, and correspondence.
• Assist with special projects and departmental initiatives.
• Support inventory and production information updates as required.
• General administrative duties including filing, data entry, and document management.

Other duties as assigned.

Qualifications:

• Associate degree or higher in Business, Marketing, Communications, or related field.
• Excellent written and verbal communication skills.
• 2+ years of experience in customer service, inside sales, sales support, or related field.
• Highly analytical, logical, and able to make sound business decisions.
• Proven self-organizing capabilities.
• Ability to multitask and prioritize.
• Professional, reliable, and able to handle time-sensitive situations.
• Proficiency in Microsoft applications, especially Excel.