General Purpose:
Reporting to the Customer Service Manager, the Customer Service Representative will perform the duties and responsibilities of quoting, order processing, and shipment tracking to drive customer satisfaction.
Major Duties and Responsibilities:
- Expedite, process and input customer orders by exercising approved authority within given guidelines/policies to insure completed delivery of customer orders.
- Assists with the processing and troubleshooting e-commerce orders and various web-based requests.
- Provides timely response to inquiries regarding production, assembly, accounting, and shipping concerns.
- Reports detailed customer notes and trouble tickets via internal CRM tool.
- Maintain customer records and files.
- Function as liaison between customers and Flow International associates to facilitate quick resolutions of customer requirements or concerns.
- Provide software registration assistance for customers.
- Work with Technical Services to help provide part numbers for basic consumable parts to customers who request them.
- Actively participate in aftermarket sales, including making outbound calls and providing promotional information to customers.
- Responsible for helping the customer care team meeting annual, quarterly, and monthly business goals.
Knowledge, Skills and Abilities:
- Relentless customer advocate, experienced in finding solutions to improve relationships and drive growth
- Intermediate level of analytical ability where problems are complex.
- Strong verbal and written communication skills.
- Ability to work independently.
- High level of interpersonal skills to work effectively with others, solicit input from customers, and obtain cooperation from associates in other departments.
- Innovative/creative thinking.
- Quick learner able to adapt quickly while in learning mode.
- Ability to work remotely in a home office when required.
- Demonstrated ability to prioritize and manage multiple tasks
- Attention to detail for accuracy.
Education and/or Training:
- High school graduate or equivalent training.
- Minimum of two (2) years of experience in a customer service role
- Ability to work with website
- Familiarity with various computer systems, web-based programs, and phone experience.
Life at Shape Technologies
At Shape Technologies Group (SHAPE) we're devoted to a single goal: delivering innovative manufacturing process solutions that propel our customers to success. SHAPE is a strategic ecosystem of companies that provides an extensive portfolio of manufacturing process solutions to customers around the world. The core technology of SHAPE was founded in high pressure waterjet cutting, cleaning, and surface preparation. Today, SHAPE's offerings span automated assembly, material handling, software, process control, robotic motion systems, ultrahigh-pressure cutting and cleaning, aftermarket parts, and extensive support. The SHAPE difference can be seen in our people. With industry leading technologists, manufacturing experts, and skilled service professionals, SHAPE team members listen to our customers to anticipate their needs and deliver technical know-how that transforms our customers' visions into reality. Spanning 100 countries and a broad array of industries, SHAPE is expanding its reach through a growing number of direct and indirect channels. By partnering with our customers, we become integral to the successful design and manufacture of their next-generation products. We continually scour the globe for new, industry-leading technologies to add to our differentiated portfolio of offerings and grow our customer base. Our vision is to become the pre-eminent advanced process solutions partner handling the highly engineered products of tomorrow. Automatic Assembly, Material Handling, Process Control, Software, Robotic Motion Systems, Waterjet Technology, Aftermarket Parts
Thrive Here & What We Value1. Committed to Professional Growth and Personal Well-being of Team Members2. Global Presence, Products, and People Expanding the Definition of Possible3. Fastgrowing global company with a Dynamic international team4. Competitive Benefits Package including Attractive compensation package, Additional vacation days, Employee benefits for team events, Individual development opportunities, Outstanding work environment, Opportunity to work from home (2 days/week), IT equipment and mobile phone provided5. Fast-paced and customer-focused environment with Principles, performance, and authentic passion for results deeply rooted in daily interactions6. Friendly, respectful, motivated team delivering strong performance7. Supportive of individual growth and compliance with certified standards (ISO 9001, AS 9100)8. Tackle the toughest manufacturing challenges and drive industry innovation9. Customer-oriented decision making with a minimum of supervision
