Customer Service Representative - Guiding & Web Tension

Maxcess; United States; Hybrid; USD 70,000 - 100,000; Full time

Job summary

Maxcess in Oklahoma City, OK seeks an experienced customer liaison and technical sales professional. You will guide customers through system specifications, estimates, and quotes, while coordinating with engineering and manufacturing to ensure successful project delivery.

Responsibilities include providing technical solutions, managing orders, and handling post-sale support and warranty discussions. Hybrid work commences after a 1-year on-site training period, with emphasis on customer

Qualifications

• Preferred: Bachelor’s degree in Engineering (Mechanical preferred) or similar with 1–2 years’ experience,
• or Bachelor’s degree in business/technology with 3–5 years’ experience
• or Associate degree with 3–5 years’ experience
• Industry knowledge with 5+ years’ experience

Responsibilities

• Liaise with customers during specification, quoting, and post-sale support.
• Provide technical solutions and escalation for complex applications.
• Manage projects through engineering and manufacturing with customers and vendors.
• Estimate margins based on equipment costs on quotations and orders.
• Maintain records and databases for reference.
• Handle complaints, warranty issues, and negotiate credits or rework.
• Act as customer advocate on quality and requirements interpretation.

Skills

Quoting experience

Mechanical aptitude

Customer service

Team collaboration

Independent work

Problem solving

Negotiation

Reading drawings

Sales concepts

Financial awareness

Education

Bachelor’s in Engineering (Mechanical)

Bachelor’s in business/technology

Associate degree + 3–5 years’ experience

Industry experience (5+ years)

Tools

Salesforce

Epicor ERP

CAD/drawings reading

Job description

Primary Responsibility

This position is responsible for customer liaison during system application specification, estimating, quote preparation, order review, and support after the sale.

Duties and Responsibilities

• High level of quoting experience to provide the best customer service in the industry
• Strong mechanical aptitude with ability to provide conceptual solutions
• Provide the best customer service in the industry
• Cultivate an open communication environment
• Support the department head to meet and exceed company objectives in an efficient manner
• Provide product solutions to customer problems, manages all customer questions regarding technical applications, pricing, delivery, capabilities, etc.
• Selecting systems for customer specific applications. Requires meeting customer needs and interaction with other team members and departments for nonstandard applications.
• Estimate margin dollars based on equipment costs on quotations and orders
• Handle Customer discussions concerning application and quotation issues.
• Ability to perform equipment troubleshooting and installation oversight.
• Act as a project manager for your projects through engineering and manufacturing as necessary – working with customers, vendors, and internal customers
• Involvement with engineering during system testing
• Maintain records, files, and databases for future reference
• Handle customer complaints and warranty issues, provide solutions and negotiate credits, refunds, or rework options
• Function as customer advocate and represent the customer’s interests regarding quality issues and interpretation of customer’s needs and specifications
• Assist other departments as needed
• Other duties as assigned to meet departmental and Company objectives.

Minimum Qualifications

Education/Experience

• Preferred: Bachelor’s degree in Engineering (Mechanical preferred but not limited to) or similar field with one to two years’ experience,
• or
• Bachelor’s degree in business or technology with three to five years’ experience,
• or
• Associate degree with three to five years’ experience.
• or
• Industry Knowledge with five year’ plus experience

Other Candidate Qualifications

• Understands business implications of decisions
• Ability to work in a team environment
• Willingness to provide enthusiasm and creative solutions to meeting customer needs and achieving the company’s goals
• Ability to work independently without supervision
• Ability to “think on your feet”, creative problem solving, determine and advocate customer needs
• Personable and able to develop and maintain good relationships
• Ability to maintain composure, positive attitude, and organization with multiple tasks amidst constant interruptions and conflicting priorities
• Financial aptitude with knowledge of or ability to learn business concepts related to sales and marketing, forecasting, negotiating deals, estimating, and tracking product and project costs
• Ability to negotiate with customers, suppliers, and coworkers
• Ability to effectively balance between customer satisfaction and optimizing financial returnsTechnical aptitude with the knowledge of or ability to learn engineering concepts
• Ability to read drawings and technical specifications of CAD work
• Knowledge of Windows-based applications; experience with Salesforce and Epicor ERP is a plus
• Understanding or ability to learn Ethernet-based networking

Physical Requirements

• Ability to sit for extended periods of time
• Able to wear personal protective equipment (if entering designated manufacturing areas)-safety shoes, safety glasses, hearing protection, etc.

Position located in Oklahoma City, OK (Hybrid after 1-year on-site training period)

#IND

Maxcess is an equal employment opportunity employer. We do not discriminate on the basis of race, religion, sex, disability, age, pregnancy, national origin, sexual orientation, or any other characteristic protected by applicable law. We are committed to diversity and inclusion, and all qualified candidates are encouraged to apply.