Customer Service Representative

TRUMPF; United States; Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Remote work up to 2 days/week

Job summary

TRUMPF is seeking a Customer Service Representative to handle inquiries from internal and external customers, process orders and quotes, and maintain a high standard of service. The role allows for remote work from a home office up to two days per week, with a focus on accuracy and timely responses.

The candidate will manage a high volume of tickets, calls, and emails while providing clear information and building strong customer rapport.

Qualifications

• Previous customer service experience is mandatory.
• Ability to handle high volume calls and emails patiently and diplomatically.
• Strong organizational skills and multitasking ability required.
• Proficiency with Microsoft Office, SAP or other CRM systems is necessary.

Responsibilities

• Maintain professionalism and build positive rapport with customers.
• Process high volume tickets, emails, and calls.
• Identify customer needs to achieve high satisfaction.
• Provide accurate information using proper tools and methods.
• Enter quotes and orders promptly and accurately.
• Review purchase orders for accuracy and request updates when needed.
• Create cases from customer information in a timely manner.
• Utilize internal tools to fulfill customer requests promptly.

Skills

Customer service

Communication skills

Multitasking

Professional email etiquette

Tools

Microsoft Office

SAP

CRM systems

Job description

As a family-run, high-tech company with nearly 19,000 employees at 71 locations worldwide, we are looking for forward thinkers with unconventional ideas and drive to join our team. Our company culture, which values collaboration and mutual trust, creates the ideal framework for boldly trying new things and questioning the status quo. Our technologies inspire people to develop and produce things that are currently unimaginable. Whether lasers, machine tools, EUV or electronics - TRUMPF is building technological worlds for future generations. Are you ready for new challenges?

The Customer Service Representative (CSR) is responsible for providing excellent customer service to all internal and external customers by communicating effectively with customers and the team members within the Service and Spare Parts Departments. The CSR is responsible for answering incoming calls and emails from internal and external customers. The candidate is also responsible for creating cases and processing orders and quotes. Provided the requirements are met there is an opportunity to work remotely from a home office, up to two days per week.

Principle Duties & Responsibilities

• Maintain a high level of professionalism with clients and work to establish a positive rapport with internal and external customers
• Process a high volume of incoming tickets, emails and calls
• Identify and assess customers’ needs in order to achieve high customer satisfaction
• Provide accurate, valid and complete information to our customers by utilizing the proper tools / methods
• Enter quotes and orders in an accurate, prompt and professional manner
• Review customer purchase orders for accuracy and request updated purchase orders when needed
• Create cases using information provided by the customer in an accurate, prompt and professional manner
• Utilize tools to process internal and external customer requests in a timely manner to achieve high customer satisfaction
• Use internal documents to request additional information when needed to complete customer requests
• Ability to maintain an organized work environment and switch between multiple screens without making errors
• Become familiar with department KPIs and work toward achieving the teams’ targets
• Handle miscellaneous administrative duties as they become necessary
• The Call Center is open from 7:00 a.m. to 7:00 p.m. Hours are based on volume and capacity; they are subject to change based on the needs of the business. Availability to work weekends, nights and some holidays is required.

Experience

• Previous customer service experience is mandatory.
• The candidate must have experience with handling a large volume of incoming calls and must be able to communicate patiently and diplomatically.
• Good organizational skills and the ability to successfully multi-task is required.
• Knowledge of Microsoft Office, SAP or other CRM systems is necessary.

TRUMPF Inc. endeavors to make TRUMPF careers pages accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance in completing the applications process, please contact our HR department at 860.255.6000 or at [e-mail]. This contact information is for accommodation requests only and can not be used to inquire about the status of application.