Customer Service in Mentor, Ohio

Customer Service

We are seeking a dedicated and detail-oriented professional to join our team. The primary responsibilities of this role include providing timely and accurate information to both internal and external customers regarding equipment, shipping, and order statuses. This position also requires processing customer orders and preparing written quotations for sales managers, international distributors, dealers, and end-users.

Essential Functions:

The role involves a wide range of tasks, including customer support, sales coordination, export operations, and logistical responsibilities. Duties include, but are not limited to:

• Customer & Sales Support:

• • Responding to inquiries from customers and sales managers regarding product specifications, ship dates, order entry, and other sales-related queries.
  • Providing written bid quotations for both domestic and international sales teams, ensuring clarity and accuracy.

• Parts/Service Inquiries:

• • Handling calls related to parts, service issues, and troubleshooting.
  • Managing service website inquiries efficiently to provide timely resolutions.

• Export Sales Activities:

• • Overseeing the daily activities related to export sales, including order entry, price quotations, project follow-ups, and reporting.
  • Preparing export documentation, including shipment details, freight cost estimates, and package dimensions.
  • Coordinating with freight forwarders to ensure smooth international shipments.
  • Responding to inquiries from international customers via the website.

• Trade Show Coordination:

• • Assisting with trade show preparation, including equipment inspection, loading, unloading, and managing trade show stock.
  • Contributing to the setup and tear-down of trade shows, ensuring everything is organized for successful participation.

• Cross-Department Collaboration:

• • Providing input and documentation for various internal meetings, including staff, production, international sales, and ECO meetings.
  • Collaborating with engineering, manufacturing, production, and purchasing departments to gather and relay product specifications and shipping information.

• CRM System Usage:

• • Utilizing the CRM system (Syteline) to track and manage customer interactions, orders, and sales activities.

• Additional Duties:

• • Performing other duties as assigned, including assisting with trade show setups and teardown.

Qualifications and Requirements:

• Education and Experience:

• • Associate degree or equivalent from a two-year college or technical school; or
  • 1 to 3 years of related experience and/or training; or
  • An equivalent combination of education and experience.

• Computer Skills:

• • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Experience with Syteline or Goldman CRM software is preferred.
  • Strong data entry and order management skills using relevant software.

• Additional Skills and Attributes:

• • Excellent organizational skills with a keen attention to detail.
  • Strong communication skills, both written and verbal, to effectively interact with customers and internal teams.
  • Ability to manage multiple tasks and deadlines in a fast-paced environment.
  • Problem-solving skills, with the ability to troubleshoot customer issues efficiently.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions provided in written, oral, or diagram form.

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