Alfa Laval Inc. is seeking a Customer Service Representative to join our team!
This position provides after sales support to internal and external customers by addressing all service-related inquiries in a timely and courteous manner to ensure customer satisfaction.
Expectations and Responsibilities:
With minimal supervision, answer customer inquires and provide assistance in the form of quotations, order processing, technical information and problem solving. Inquiries might be simultaneous by different customers and using multi-channel communication systems with our customers.
Proactively reach out to customers for items such as: service needs, delivery dates and order follow-up.
Follows up on quotations within predetermined values in a timely and professional manner to maximize sales opportunities.
Ensure accuracy by providing customers with assistance in determining correct part numbers using manuals, drawings, help desk, etc.
Perform all functions necessary for proper processing of customer order and quotations using the Alfa Laval ERP and Business Systems, internet, and Microsoft Office Tools.
Authorize customer return of parts not needed or parts shipped in error.
Assist accounts payable/receivables in basic accounting functions, such as processing credits for part returns, providing proof of delivery to ensure proper payment of invoices and receiving PO’s so vendors can be paid.
Provide follow up on backlog to ensure the invoicing is accomplished in a timely manner and that order are properly dated in the system to provide for an accurate backlog report.
On a rotating schedule, provide 24-hour emergency on-call service to customers and field service technicians.
The successful candidate will have:
High School or GED equivalent
Associates Degree Preferred, Bachelor's Degree a Plus
Customer Service experience in a technical or sales environment a plus.
Excellent communication and interpersonal skills.
Ability to express ideas clearly in both written and verbal communication.
Strong desire to provide quality service with a team approach to achieve customer satisfaction.
Selling skills with the ability to build relationships with customers at multiple levels.
Ability to multi-task and use multiple customer service platforms (phone, email, chat, website etc.)
Analytical skills and capacity to analyze data and propose ideas to optimize customer touchpoints.
Strong working knowledge of Microsoft Office and email systems.
Ability to collect information from and work in multiple systems and programs efficiently.
