Customer Service Representative

Chamberlain Group; Malvern (AR); On-site; USD 23,000 - 35,000; Full time

Job summary

Chamberlain Group's Systems, LLC affiliate, a U.S.-based manufacturer of loading dock equipment, seeks a Customer Experience and Technical Support professional in Malvern, AR to manage quotes, order processing, and customer files.

The role requires 3+ years' related experience and a high school diploma; duties include entering orders, updating databases, assisting sales, resolving inquiries, and supporting technicians; competitive pay and comprehensive benefits.

Qualifications

• Proven problem-solving and professional communication skills.
• Working knowledge of spreadsheets, databases, word processing, email, Internet.
• Ability to read and interpret basic engineering/layout drawings (CA, curb angle, pit layouts).

Responsibilities

• Understand products and order process; provide quotes, process new orders, and check order status.
• Create and maintain customer files, records, documents, etc.
• Enter order data into databases and maintain customer database and communications.
• Schedule orders for basic leveler, restraint, and edge-of-dock products; update as needed.
• Answer incoming calls for assigned region and support sales as needed.
• Address and resolve customer inquiries, problems, and complaints.

Skills

Problem solving

Computer literacy

Engineering drawings

Education

High School Diploma or GED Equivalent

Associate degree

Job description

Systems, LLC, an affiliate of Chamberlain Group, is a U.S.-based manufacturer of loading dock equipment-marketed under the Poweramp, DLM, and McGuire brands. With manufacturing facilities in Germantown, Wisconsin and Malvern, Arkansas, all products are designed and produced in the USA using lean manufacturing techniques. We strive to recruit the best talent in the industry and give employees opportunities for continuing education and training to help them advance in their careers.

This is a role within Systems' Customer Experience and Technical Support group. A successful incumbent is expected to (i) Responsible for understanding company products and knowledge of order process at an intermediate level; Provide quotes for potential orders, processes new orders, checks status of existing orders, and (ii) Create and maintain customer files, records, documents, etc.

Requires 3+ years of related experience and a minimum of a high school diploma or GED equivalent.

Essential Duties and Responsibilities

• Responsible for understanding company products and knowledge of order process; Provide quotes for
  potential orders, processes new orders, checks status of existing orders
  
• Create and maintain customer files, records, documents, etc.
  
• Enter, for assigned brand, all required information into the appropriate databases/applications, create
  and maintain the customer database, ensuring accuracy and timeliness; prepare emails, documents,
  letters, correspondence, etc. as needed to support customer requirements
  
• Enter all basic leveler, restraint, edge-of-dock (EOD) orders; schedule all orders and update as needed
  
• Answer incoming customer telephone calls for assigned region; provide back-up to other regions as
  needed; provide support to the sales team as needed
  
• Address and resolve customer/sub-contractor inquiries, problems, and complaints regarding products,
  service, billing, applications, etc
  
• Provide accurate and timely information regarding the status of open orders to customers and
  technicians; coordinate the dispatching of sub-contractors to customer facilities for surveys,
  installations, and repairs
  
• Act as a back-up for the Receptionist when needed
  
• Comply with health and safety guidelines and rules; managers should also ensure compliance across
  their teams.
  
• Protect Chamberlain Group's and Systems' reputation by keeping information confidential.
  
• Maintain professional and technical knowledge by attending educational workshops, reading
  professional publications, establishing personal networks, and participating in professional societies.
  
• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Minimum Qualifications

Education/Certifications:

• High School Diploma or GED Equivalent

Experience:

• 3+ years of related experience

Knowledge, Skills, and Abilities:

• Problem solving skills and communicates efficiently and professionally, in both written and verbal form
• Working knowledge of computer software such as spreadsheets, databases, word processing applications, email, Internet, etc.
• Ability to read and interpret basic engineering and layout drawings (CA, Curb angle, pit layouts)

Preferred Qualifications

Education/Certifications:

• Associate degree

Experience:

• Experience in a manufacturing environment

The pay range for this position is $16.73 - $25.56/hr. Base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience. In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements). This position is eligible for participation in a short-term incentive plan subject to the terms of the applicable plans and policies.

Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We're proud to be an Equal Opportunity Employer, and you'll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We're committed to fostering an environment where people of all lived experiences feel welcome.

Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [e-mail].