Customer Service Representative

Malema, a PSG brand; Boca Raton (FL); On-site; USD 48,000 - 68,000; Full time

Job summary

Malema, a PSG brand, based in Boca Raton, FL, is seeking a Customer Support specialist to assist Outside Sales Leaders of major accounts and deliver the highest level of service to internal and external customers across PSG brands. You will manage orders from inquiry to shipment using CRM/ERP, respond to inquiries, communicate policies, and coordinate with internal teams to ensure timely resolutions.

The role requires 3+ years of customer service experience and an associate degree; travel as

Qualifications

• Associate's degree in Sales, Business or related field; 3+ years of customer service experience.
• Experience with ERP/CRM systems and MS Office is advantageous.
• Travel flexibility as required by the role.

Responsibilities

• Execute order management from inquiry to shipment.
• Convert inbound calls to leads and orders via CRM/ERP systems.
• Field inquiries and refer to distribution as needed.
• Explain PSG terms and policies to customers.
• Support Outside Sales Leaders and management.
• Provide timely order status updates to prevent issues.
• Coordinate with internal resources to resolve issues quickly.

Skills

Customer service

Communication

Analytical skills

Interpersonal skills

Leadership skills

Time management

Continuous improvement

Education

Associate's degree in Sales/Business or related field

Tools

ERP systems

CRM software

Microsoft Office

Excel

PowerPoint

Job description

Customer Support and is responsible for assisting the Outside Sales Leaders of major accounts and is also responsible in building and providing the highest level of customer support for internal and external customers, related entities representing all brands of PSG in accordance with the Company’s strategic business growth objectives.

Essential Duties and Responsibilities:

• Execution of order management from inbound inquiry through shipment.
• Includes but is not limited to inbound Sales call conversion to leads and orders through effective communications, costing requests, order processing, order tracking, expediting and providing shipment information all utilizing CRM, ERP, customer portals and other standard business systems.
• Field customer inquiries, determine if inquiries are qualified for direct sales and manage referral to distribution if necessary.
• Understands and clearly communicates to customers PSG terms & conditions and other sales policies
• Provide support to Outside Sales Leaders and Management.
• Provide timely order status communications focusing on potential issues prior to customer impact.
• Act as point person for issue management by coordinating and consulting with internal resources ensuring timely and effective issue resolution. Escalate issues as required to ensure commitments are met.

Qualifications / Requirements:

• Required: Associate's degree in Sales, Business or related field of specialty; 3+ years of successful customer service and support experience or successful combination of education, knowledge and experience.
• Preferred: Advanced degree in Sales, Business or related field of specialty. Experience supporting customers in the Marine, Energy, Infrastructure and Recovery markets. Knowledge of, or experience with geared products, electronics, hydraulics or related mechanical equipment.
• Must be able to travel as required and /or directed.

Desired Characteristics:

• Proficiency using the Company’s Enterprise Resource Planning (ERP) software, CRM software, communication systems, computer systems, software systems, operating systems, including but not limited to Microsoft Office, PowerPoint, Excel and other related programs.
• Strong history of applying continuous improvement concepts and tools.
• Strong analytical skills.
• Strong interpersonal and leadership skills.
• Excellent organizational and time management skills.