Customer Service Representative

Quest Industrial; Town of Middleton (WI); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Comprehensive medical/dental programs

Life insurance

Generous paid time off

Retirement savings plan with company match

Job summary

A leading packaging solutions provider in Middleton, WI is hiring a Customer Service Representative to enhance customer support and efficiently handle parts requests. Responsibilities include interfacing with various teams, providing personalized service, and managing customer inquiries. Candidates should possess a high school diploma and excellent communication and interpersonal skills. The position offers immediate health benefits, paid time off, and a retirement plan with company match.

Qualifications

• High school diploma or equivalent.
• Excellent verbal and written communication and customer service skills.
• Experience in a manufacturing environment preferred.
• Experience with Salesforce or other CRM software preferred.

Responsibilities

• Identify key contacts within customer facilities and maintain high profile customer contact.
• Provide superior customer service by determining and assisting customer needs.
• Interface closely with Materials, Engineering and Service teams.
• Manage multiple priorities in a timely fashion including reviewing customer orders.

Skills

Excellent verbal and written communication skills

Customer service skills

Interpersonal skills

Team player

Knowledge of packaging equipment

Education

High school diploma or equivalent

Tools

Salesforce

ERP system

Infor/Syteline

Windows, Word, and Excel

Job description

Job Overview

As a Customer Service Representative at ProMach’s Quest Industrial, you’ll influence customer packaging performance and efficiency. You’ll support the Aftermarket team, interfacing with customers, materials, engineering and service teams to ensure accurate information transfer and provide high‑quality customer service. The role reports to the Manager of Aftermarket and supports company revenue and profit goals.

Key Responsibilities

• Identify key contacts within customer facilities and maintain high profile customer contact to guarantee quality customer service
• Interface closely with Materials, Engineering and Service teams to ensure accurate information transfer
• Receive and process customer requests for parts
• Act as an effective liaison between our customers and our business, providing a high degree of personalized attention
• Provide superior customer service by determining and assisting customer needs in a timely manner
• Provide customers accurate part pricing quotations and order confirmations to support aftermarket profitability objectives
• Make upsell suggestions to customers based on historical purchasing data and items they are currently buying
• Follow‑up with customers on open estimates by directly, proactively contacting them
• Work with customer procurement systems (i.e. Ariba) for orders when required
• Maintain the integrity of our Syteline database by identifying/correcting/communicating inaccuracies in customer information, parts, and/or pricing
• Help with any marketing programs and promotions that drive parts sales
• Assist with gathering market intelligence to secure and enhance market position
• Create and maintain installed machine library based on feedback from customers
• Liaise with the AR Department to help resolve past due invoices as efficiently and expeditiously as possible
• Empathize with customer and ensure that proper customer complaint follow up is conducted
• Interface with various outside vendors to identify, purchase and supply parts to end users
• Maintain and create price records including the pricing of new items using supplied calculator
• Enter parts orders into the system, work with Shipping on expedited orders, confirm and enter payment terms as necessary
• Manage multiple priorities in a timely fashion including reviewing customer orders, making decisions based on departmental rules and conditions, and providing order status and part number information to internal and external customers
• Coordinate special or crucial orders to ensure these orders are expedited and handled correctly for shipment
• Process repairs, returns, and credit memos in a timely manner
• Make recommendations to management concerning improvements to processes and procedures, requirements and other needs as identified
• Make suggestions for safety stock levels based on order volume and activity
• Help price start‑up spare part kits for new customers
• Assist with general departmental operations, other duties and/or special projects as assigned
• Partner with other ProMach companies to capitalize on synergistic opportunities

Benefits

Compensation includes salary, comprehensive medical/dental programs, life insurance, generous paid time off, and a retirement savings plan with company match. Benefits are effective immediately upon employment.

Qualifications

• High school diploma or equivalent
• Excellent verbal and written communication and customer service skills
• Knowledge of packaging equipment helpful
• Experience in manufacturing environment preferred
• Experience and proficiency with an ERP system, Windows, Word, and Excel helpful; Infor/Syteline a plus
• Experience with Salesforce or other CRM software preferred
• Good interpersonal skills to interact positively with both internal teams and customers
• Great team player

Equal Employment Opportunity Statement

Pro Mach, Inc. is an Equal Opportunity Employer. Pro Mach uses E‑Verify to verify employment eligibility of all new hires to work in the United States. Pro Mach is a drug‑free workplace. We will provide reasonable accommodation to people with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.