Customer Service Representative

Wilson Company; Houston, Northern (TX, KY); On-site; USD 68,770,000 - 80,231,000; Full time

Job summary

Wilson Company in Houston is seeking a customer service professional to accurately fulfill hydraulic and fluid power needs. You will quote, enter orders, liaise with vendors, and track orders through our ERP system, while ensuring excellent service to both prospects and customers.

You will collaborate with internal teams to resolve issues, provide product literature, and support warehouse and retail store activities as needed. Some field visits may be required.

Qualifications

• Mechanical and mathematical aptitude.
• Courteous and positive attitude.
• Good listening and clarification skills.
• Able to work well in a fast-paced team environment.
• Detail oriented with high accuracy.
• Ability to build and maintain long-term relationships.
• Continuously improve knowledge.
• Proficient with Trulinx ERP system.
• Good communication and problem-solving skills.
• Proficient in MS Office programs.
• Good mechanical aptitude.
• Completed Wilson Internal L2 training or IFPS certification.

Responsibilities

• Generate quotes, enter orders, contact vendors, update records and track orders via ERP.
• Engage with internal and external customers on behalf of Wilson Company.
• Collaborate with CSR and other departments to resolve problems.
• Follow up after sales to ensure customer satisfaction and resolve issues.
• Troubleshoot and resolve order processing issues.
• Act as product specialist for product lines (cylinder, HVD, Pump, Versa, TFD).
• Load customer part number cross-references and pricing information.
• Utilize vendor resources and keep product data up to date.
• Provide literature to customers.
• Assist with warehouse and retail store activities as required.
• Occasional customer site visits with field representatives.

Skills

Mechanical aptitude

Mathematical aptitude

Courteous attitude

Active listening

Team environment

Detail oriented

Trulinx ERP

MS Office

Communication & problem solving

Mechanical aptitude (duplicate)

IFPS certification

Education

Technical school or four-year degree preferred

3–4 years customer service in hydraulic/pneumatic/ fluid power

Valid driver’s license

Tools

Trulinx ERP

MS Office

Job description

Description

Provide service excellence and be a trusted advisor to our prospects and customers by accurately and efficiently fulfilling their fluid power needs. Our Customer Service Teams work in partnership with our outside sales, procurement, and suppliers to grow our business with existing customers, develop and gain new customers and exceed our monthly sales goals.

Duties/Responsibilities:

• Generate quotes, enter orders, contact vendors, update records and track orders as necessary through our ERP system in a timely fashion


• Engage with Internal and External Customers on behalf of Wilson Company


• Work with internal CSR teams and other departments to find appropriate solutions to problems.


• Contact customers following sales to ensure on-going customer satisfaction and resolve any pending issues or concerns


• Solve customer application problems


• Cross over competitive products


• Expedite orders for customers


• Process customer returns


• Trouble shoot and resolve order processing issues


• Assume the product specialist role for two specific product lines, (cylinder, HVD, Pump, Versa, TFD, etc)


• Load customer part number cross-references & specific pricing information


• Utilize printed and on-line vendor information resources


• Keep product and reference information up to date


• Provide literature to customers


• Pick, pack and ship items if necessary


• Remain current on product developments by attending training provided by the company or vendors, reading trade journals, supplier literature, etc.


• Occasional visits to customer sites with our field representatives


• Assist with Retail Store activities as required.


• Assist in warehouse activities as required, i.e. cycle counting, receiving, etc.

Requirements

Required Skills/Abilities:

• Mechanical and mathematical aptitude required


• Ability to be courteous and have a positive attitude


• Good listening & clarification skills


• Ability to work well in a fast-paced team environment


• Must be detail oriented and maintain a high level of accuracy


• Ability to build and maintain long term relationships


• Ability to continuously improve knowledge


• Proficiency of Trulinx ERP system


• Good communication and problem-solving skills


• Good working knowledge of various computer programs including MS Office computer programs


• Good mechanical aptitude


• Completed Wilson Internal L2 training program requirements or have obtained IFPS certification.

Education and Experience:

• Technical school or four-year degree preferred, or 4-6 years of industry experience.


• 3 – 4 years customer service experience with strong understanding of Hydraulic/Pneumatic/Fluid Power products and their application is required.


• Valid driver’s license and acceptable motor vehicle record required.

Physical Requirements:

• Standing, walking, and sitting for long periods of time


• Use of hands and arms to touch, lift, reach, etc.


• Ability to lift packages, boxes, files, and open filing cabinets and storage areas


• Talking and hearing


• Ability to occasionally lift up to 10 lbs.

Salary Range: $24/hr -$28/hr, or approximately $50,000 - $60,000 annually.

**Employment is contingent upon successful completion of a background check, drug screening, and acceptable motor vehicle record, as well as possession of a valid driver’s license prior to start date.