The Customer Service Representative provides support to our customers and sales team members. The primary job responsibilities require excellent customer service, data entry skills and attention to detail with contract/purchase order review to ensure orders are processed correctly. The ideal candidate may coordinate the repair of customer-owned equipment, in addition to timely and efficient communication of billing, order status and delivery to customers. The Customer Service Representative is a detail-oriented team player, capable of multi-tasking with a focus on providing a high level of service.
Essential Job Functions and Accountabilities:
Reviews and enters customer orders received via email, fax, or phone, into ERP.
Issues and process Return Merchandise Authorization (RMA's) and sales orders for customer repairs through ERP. Provides customers with order confirmations and correspondence on status as needed.
Coordinates order shipment dates and follows through with Planning and/or Manufacturing.
Reviews active customer accounts to ensure pricing is current, matches customer type for discounts and meets all internal compliance controls.
Coordinates possible customer account updates with the Inside Sales Operations Manager and is responsible for changing discount codes and/or fixed price structure.
Identifies duplicate accounts and makes recommendations to consolidate.
Reviews updates with territory Inside Sales Representatives to ensure CRM system is current and aligned with ERP.
Updates customer comments in a timely manner to ensure consistent up-to-date customer status.
Manages the electronic filing of all related documents and approvals within customer account.
Reviews purchase orders to ensure the payment terms, part numbers, pricing and shipping methods are correct.
Updates new part numbers through internal workflow program to ensure Engineering establishes a part number.
Other Qualifications:
Proficient in English
Strong customer orientation and common-sense approach to helping customers
Proven team player, yet able to work independently
Excellent interpersonal and communication skills, both oral and written, with emphasis on listening to customers
Demonstrated ability to multi-task, handle frequent interruptions and shift priorities
Detail Oriented
Strong organizational skills and ability to prioritize is essential
Excellent PC skills required, using Microsoft Windows, Word, Excel, Outlook
Demonstrated ability to work in multiple platforms
CRM experience preferred
Education & Experience
High school diploma or equivalent
3-5 years of experience in a customer service background, preferably in a manufacturing environment.
Working Conditions
The noise level in the work environment is usually moderate.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk, sit, reach with hands and arms, talk, or hear, and use hands to finger, handle, or feel. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision, and the ability to adjust focus. The employee must have sufficient mobility to enable travel to industrial sites, offices, and facilities.
What You Can Expect from Us Our goal is to provide employees and their families with a comprehensive and competitive benefits package. Our benefits include Health Insurance, Health Savings/Flexible Spending Accounts, Dental Insurance, Vision Insurance, Life Insurance/Accidental Death & Dismemberment, Short-Term/Long-Term Disability, 401(k) company match on first 5%, Paid-Time Off, 11 Company-paid Holidays, Bereavement Leave, Jury Duty, Military Leave, Employee Assistance Program and Educational Assistance Reimbursement. Who We Are Dynisco is a global leader in innovative applications of high precision, sensor-based technology and critical insight solutions that improve process safety and performance for the plastics, oil & gas markets. The company serves a diverse group of customers throughout the world and with more than 6 decades of commitment to helping customers, Dynisco provides the tools and services for the polymer industry allowing customers a "window into the process". The information Dynisco provides allows our customers to keep their process consistent regardless of their global locations. Dynisco's diverse portfolio of sensing and polymer test equipment delivers some of the most accurate information available in the market for the measurement of polymer rheology, pressure, and temperature. Over the next 5 years, Dynisco will be aggressively expanding its business and is seeking top-level talent to join our growing team. (www.dynisco.com) Come help us and some of the biggest names in plastic production shape the future of sustainability in the plastics industry. Learn more about us here! Dynisco is headquartered in Franklin, Massachusetts, with facilities in Tonawanda New York, Heilbronn, Germany and Malaysia. Dynisco will not pay to relocate. We are an EOE M/F/D/V employer.
Our Team. Globally, we are a team of diverse and talented individuals. Qualified candidates come to "Dynisco with a passion to grow while making a difference with innovation, employee engagement, customer partnerships and continuous improvement. Our Culture. Every employee has a voice. At Dynisco, new hires are selected to affect change, participate in solutions, challenge the norm, collaborate and contribute.
DYNISCO VALUES
Respect: We believe in the dignity of every person and the power that can be harnessed through diversity in talents, perspectives, and experiences.
Credibility: We strive to earn long-lasting trust and credibility with others through uncompromising ethics, integrity, quality performance, and honoring our commitments.
Customer Commitment: We meet or exceed customer needs and expectations by demonstrating deep understanding, meaningful collaboration, and a positive productive experience.
Pursuit of Excellence: We promote a growth mindset that fosters creativity, innovation, and learning, to drive continuous improvement.
Community Responsibility: We actively participate in our communities to support social priorities, help those in need, and drive a more sustainable future.
At Dynisco, we value the unique backgrounds, skills and abilities each team member brings to our workplace. We believe everyone deserves a fair opportunity to succeed and appreciate the experiences and perspectives each person brings beyond the traditional job requirements. Please don't hesitate to apply even if you do not meet full requirements - we'd love to hear from you!
