Customer Service Rep II

Customer Service Representative II

Customer Service Representative II

Job Description:

The Customer Service Representative II will be integral to the Parts Customer Support team of the Lifecycle Performance Services organization (LPS).  In this mid-level role, the CSR II will have further responsibilities for assigned customer accounts, as well as interface with other facets of the LPS/MHS business portfolio relative to the needs at hand.  The CSR II will manage incoming requests for technical support, process purchase orders, assist customers with their needs and build strong customer relationships.  In addition, the upselling of other LPS products and services is a constant duty.

We deliver innovative, affordable solutions to the E-Commerce and automated Material Handling industry via incomparable customer experiences.  We achieve this by developing our employees’ talents, skills, and abilities to high levels.  We are looking for an individual who is enthusiastic, motivated, technically oriented and dedicated.  Willing to embrace and thrive in their role with vigor.  To achieve financial and human reward for their high level of performance contributing their unique talents, while learning and growing in a fast-paced environment.

Responsibilities:

• Collaborate efficiently and effectively in all duties with the guidance of your management.
• Participate in LPS parts meetings to monitor the details of orders and procurement to assure any issues or hurdles are identified and mitigated.
• Accurately process all electronic transactions relative to the position in the LPS ERP business software.
• Create customer parts quotations using current ERP system.
• Process customer parts orders and confirm them back to the customer in a timely fashion.
• Provide daily support to internal and external customers via telephone and e-mail.
• Resolve customer concerns / complaints professionally, and efficiently in a timely manner.
• Work with inventory management on part sales trends and stocking levels, with the goal being to minimize out of stock situations based on consumption and replenishment lead times
• Manage open orders to closure.
• Provide consultative parts replacement and other relevant advice as needed.
• Direct internal or external resources as required to meet needs of our customers
• Individual must be self-motivated, detailed oriented, customer service, and results focused
• Perform other job duties as assigned

Required Knowledge, Skills, Abilities

The ideal candidate would have:

• A strong technical aptitude.
• Understand the various FORTNA/ MHS / TGW Brand family of products and equipment model numbers and where to find mechanical and electrical drawings to assist our customers as required.
• Accurately identify customer parts requests, research company databases, and utilize needed software to ensure correct parts and prices are quoted    - possibly soften wording
• Knowledge of material handling, E-Commerce, or conveyor industry
• Attention to detail, accuracy, and thoroughness.
• Proven strong customer service skills.
• Excellent communication skills.
• Proficiency in both Microsoft Word Office Suite and Excel.
• Ability to multi-task and responsiveness to sudden and urgent customer needs.
• Strong proficiency using an ERP system.

Education and Experience:

• High School Diploma / GED certification as a minimum
• College degree (particularly in a technical field) will be a plus but not a requirement
• 2-4 years’ experience in the field.
• Employment history with related industry a plus

Travel Requirements:

• Minimal

At FORTNA, integrity and diversity are the foundation of our culture and reflect our values.  Doing what’s right, respecting others, and performing with excellence, accuracy and passion is the expectation.

This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.

It is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.