CUSTOMER SERVICE TECHNICIAN

Location: Kalamazoo

Work Environment: On-site Monday – Friday

Work Schedule/Hours: Normal Business Hours

Pay Range: The base pay range for this position is $50,000-54,000. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.

Join our team as a Customer Service Technician!

In this role, you will serve as the primary point of contact and coordination for sales representatives and customers with commercial quotes, orders, service questions, and customer issues. You will be responsible for directly handling requests, where possible, and for coordinating an effective response with the appropriate internal organization. The overall range of service and support requests is unrestricted, and as a Customer Service Technician, you will always ensure that the requests are properly handled to the customer's or sales representative's satisfaction, or that complaints are elevated for resolution.

Duties and Responsibilities

• Field all calls from representatives concerning status or changes on eSales orders and direct them to the appropriate person.
• Receive requests for service and support.
• Respond promptly to routine information requests, including quotes and order status.
• Assign requests requiring additional support to the appropriate internal organization/function.
• Receive faxed or eSales orders, log, and assign to CSST for processing.
• Maintain eSales orders to ensure all transactions are processed and moved to the appropriate folders.
• Print out eSales reports daily as to what is still open and distribute to appropriate parties.
• Receive, log, and distribute incoming documentation related to quotes and orders.
• Receive and handle customer or sales representative complaints.
• Utilize various systems, such as ESS, BaaN, the project database, and website for tracking, reporting, etc.
• Interact with Sales Management and Sales Operations on a variety of topics and issues
• Perform order entry responsibilities daily, including adding new orders, adding items to existing orders, changing orders, changing items on existing orders, canceling orders, and canceling items on existing orders.
• Review customer complaints and issue returned goods numbers or initiate corrective action.
• Process credits for returned goods under warranty.
• Provide shipping with updates on preferred shipping methods for customers.
• Fulfill all customer requests for catalogs and literature.
• Update and maintain customer master files daily as needed.
• Performs a lead role in maintaining customer satisfaction and relations.

Knowledge, Skills and Abilities

• Strong verbal communication skills.
• Excellent interpersonal skills, including the ability to remain calm in stressful situations (i.e., handling complaints).
• Solid computer skills, including the ability to:
  • Perform the quotation and order process cycle on a computer terminal.
  • Use word processing and spreadsheet tools, such as Microsoft Office Suite (e.g. Word and Excel).
  • Data entry/order entry software, SAP preferred.
• Strong data entry skills.
• Commitment to customer satisfaction and quality in all tasks.
• Flexibility and adaptability to perform other relevant duties and tasks as needed.
• Strong attention to detail, accuracy, and professionalism.

Education and Experience

• Bachelor’s degree in business or technical discipline, or 5 years of customer service experience.
• A background in a manufacturing/heavy industrial environment. 
• Costing experience.

WHY JOIN OUR TEAM

Providing great benefit choices to you and your family is just one of the many ways Celeros Flow Technology supports the physical, financial, and emotional well-being of the people who make our company successful – you!

Key benefits include:

Health Insurance (effective on start date)

Dental/Vision (effective on start date)

Flexible Spending Accounts/Health Savings Accounts

Life Insurance/Disability/Accident/Critical Illness

401(k) Savings Plan with generous company match

Tuition Reimbursement

Paid time off/Generous Holiday Schedule

Celeros Flow Technology is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Employment opportunities may require access to information that is subject to the export control regulations of the country in which you are applying. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities must be able to meet export control requirements.