Manufacturing Customer Service Representative in Charlotte at Boston Gear

Date Posted: 10/23/2019

Job Snapshot

Job Description

The Customer Service Representative is responsible for order entry and verification, promoting and maintaining positive customer relations, and responding to customer inquiries related to orders, repairs, pricing, and delivery status.

Essential Duties and Responsibilities

  • Provide professional and excellent customer support by establishing and maintaining positive business relationships and responding expeditiously to customer inquiries.
  • Enter orders efficiently and accurately into the ERP (SAP) system within 24 hours of receipt.
  • Provide quotations on standard and non-standard products utilizing tools or procedures. Offer complementary products where appropriate.
  • Proactively provide customer support globally to key OEM accounts and distribution channel.
  • Review and validate customer requests for credits/debits.
  • Promote/train distributors and customers in the use of self-service tools.
  • Examine warranty claims and handle customer returns and exchanges.
  • Issue RMA’s (Return Material Authorizations), interpret and quote repair policies and procedures. Follow-up and obtain approvals where needed. 
  • Coordinate with manufacturing operations to expedite deliveries as required by customer.
  • Promptly address customer issues or complaints with the assistance and or input of other internal resources.
  • Maintain customer records in accordance with company policy to include orders, credits and other customer facing documents.

 

The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process will have the opportunity to request accommodation during the application process.

Job Requirements

Critical Competencies

  • A “customer first” mindset: proactive, responsive, and a willingness to go the “extra mile” to ensure customer satisfaction.
  • Intermediate to advanced skills with ERP systems (SAP strongly preferred) and MS Office applications (Outlook, Excel, Word, PowerPoint).
  • Consistently professional and courteous verbal and written communications in all circumstances.
  • High level of patience and the ability to remain calm and positive in adverse and stressful situations.
  • Self-directed and self-motivated. Works productively with minimal supervision. Takes initiative with projects and tasks.
  • Strong orientation to details, accuracy, and excellent outcomes.
  • Highly organized. Ability to manage and prioritize multiple tasks with frequent interruptions and still meet established deadlines.
  • Flexible and willing to adapt to internal processes and change, delays or unexpected events.
  • Strong problem solving and critical thinking skills, including the ability to research and collect data, establish facts and draw valid conclusions where limited standardization or information exists.
  • Continuous improvement mindset and an advocate for change. Exposure to lean manufacturing principles is a plus.

Education and Experience Requirements

  • High school diploma or equivalent is required. Associate’s or Bachelor’s degree is strongly preferred.
  • Minimum of 3 years of customer service experience in a manufacturing or related industry is required.

PHYSICAL DEMANDS:  
Potential physical demands include, but are not limited to:  frequent sitting and occasional bending and stooping. Potential sensory demands include but are not limited to:  hearing and seeing. Lifting and/or maneuvering of up to 10 pounds without assistance.  Must be able to work in a typical manufacturing facility which could entail walking, climbing and moving around working equipment. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

Majority of time is spent in a general office environment, but regular time will also be spent in a manufacturing production where personal protective safety equipment must be worn and proper safety precautions must be observed.

EEO Statement: The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. If you have a disability and need assistance accessing or using this website to apply for a position, you can request assistance by sending an email to assistance@altramotion.com.

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