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Technical Customer Service Specialist
| Estimated Pay | $49 per hour |
|---|---|
| Hours | Full-time |
| Location | Charleroi, Pennsylvania |
Compare Pay
Estimated Pay$31.1
$48.65
$79.77
About this job
Technical Customer Service Specialist
Quincy, IL - On site
Are you're driven by action and innovation? If so, we invite you to be part of our forward-thinking workforce. We’re seeking dynamic individuals with a proactive mindset and an entrepreneurial flair. If this resonates with you, our Technical Customer Service Specialist is an ideal next step career journey. It is a role that will allow your skills to thrive in an environment that values initiative and excellence. Our employees are empowered to act as owners every day for our customers, our communities and themselves.
Combining your technical aptitude with your conceptual knowledge of the manufacturing realm, you’ll navigate customer inquiries from the initial contact through the quoting, ordering, and shipping processes. This role plays a crucial part in maintaining and ensuring our customers enjoy a top-notch service experience. Setting a benchmark for excellence, you’ll hold responsibility for delivering technical advice to customers while recording entries, preparing, and filing essential commercial documentation.
As the liaison to end users, sales representatives, and regional sales managers, you will play a pivotal role in fostering effective communication and collaboration. Your ability to bridge the gap between various stakeholders and customers alike, is essential to ensuring a cohesive and successful operation.
ESSENTIAL FUNCTIONS:
Sales Calls: Processes customer purchase orders including any revisions and updates order files. Edits sales order to assure accuracy of price, equipment description, shipping instructions and initiates follow-up action for orders. Responds to customer/distributor questions on order status, discrepancies in billing or delivery, determining appropriate corrective action. Back-up Territory Sales Managers as necessary.
Quotes/Orders: Coordinates technical requests, order placement and quotation services to accounts. Prepares formal written quotes and data sheets. Files and posts purchase orders. May determine inventory shortages, delivery dates, communicating information to customers, distributors or Sales Representatives. May update jobs on the production schedule. Submits material creation requests for non-complex parts. Establishes prices for non-price list items using existing tools and processes. Process simple requests for product modifications. Follow orders once entered to ensure any and all delivery blocks are removed addressed proactively.
Returned Product / Customer Feedback: Receives returned warranty product. Distributes accordingly, insuring capture of warranty information. Reviews customer request for credit and launches paperwork to complete transaction. Creates Cases in Salesforce.com to capture customer feedback and participates in problem solving process to resolve issues and implement improvements.
Customer Information: Receives customer requests, complaints, initiating response and/or corrective action. Determines critical need items and assists in establishing priorities on ship dates. Communicates current availability and lead times. Works with shared service, reps and customers in setting up new accounts, maintaining records, and updating payment and credit information as required.
Product Information: Acts as primary contact between engineering and product marketing regarding special product applications and/or significant modifications required to meet specific customer requirements. Serve as a subject matter expert regarding the usage and applications surrounding rotating equipment. Industries where the products are utilized and maintained.
Sales Documentation: Will maintain thorough records of interactions with customers via phone, e-mail and other means in the Salesforce.com system and also maintain strong communication with other departments associated with these sales activities.
Customer Experience: Will be expected to drive positive customer feedback through exemplary and thorough speed and quality of response. This will be measured through the daily management process.
Other responsibilities as assigned or required.
QUALIFICATIONS
Experience:
- Minimum 5 years in a customer support role, preferably in an industrial or manufacturing environment
- Exposure to SAP or similar ERP systems
- Use of Phone Management Software preferably InContact
- Exposure to Lean Principles including daily standard work
- High Level of Urgency and Detail Orientation
- CRM exposure – preferably Salesforce.com
- Mechanical aptitude and/or experience with rotating equipment is preferred.
- High school diploma required
- An Associates’ degree in business or technical field is preferred
- Experience with Microsoft Office software necessary.
- Competitive pay
- Hybrid work schedule
- Competitive 401k match
- Stock options
- Health and wellness benefits effective day 1
- Company paid short-term disability
- Annual merit increases
- Paid vacation, sick, holidays, etc. ... and more!
Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers, and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity, and efficiency. For more information, visit www.IRCO.com.
Ingersoll Rand is committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
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