Customer Service Representative, Paper Machine Service

Andritz; Springfield (MA); On-site; USD 45,000 - 70,000; Full time

Job summary

ANDRITZ is seeking a Customer Service Representative for Paper Machine Service in Springfield, MA. This permanent, office-based role supports internal and external customers through the full sales cycle, from identifying parts to processing orders and resolving post-order questions.

You will interact with product managers, sales area managers, and customers to provide information, generate quotes, and ensure accurate order handling.

Qualifications

• College degree or equivalent experience.
• Ability to work with minimum supervision.
• Strong organizational and planning skills.
• Excellent written and verbal communication skills.
• Ability to read and interpret engineering drawings.
• Not a call center position.

Responsibilities

• Provide Customer Service support to customers, Sales Area Managers, Product Managers and Regional Sales entities.
• Interact with internal/external customers to provide information in response to inquiries about products and services.
• Handle and resolve questions/concerns.
• Provide information about the organization’s products and services.
• Generate quotes and process orders as requested by Product Managers, Sales Area Manager, and customers.
• Enter and ensure proper handling of all orders.
• Maintain customer pricing based on guidance from product managers.
• Coordinate delivery and purchase order requirements with Logistics Department.
• Communicate special shipment dates and date changes to the Regional Sales entities, Sales Area Managers, and/or customers.
• Other duties as assigned by Supervisor or Managers.

Skills

Customer service

Communication

Organization

Independent work

Stakeholder management

Education

College degree or equivalent experience

Job description

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Job title: Customer Service Representative, Paper Machine Service

Job family: Administration, Facilities & Secretarial

Business area: Pulp & Paper Service

Contract location: Springfield, MA, US, 01104

Working location: Springfield, MA, US

Location type: Office Location / Office-based

Contract type: Permanent

Every day, ANDRITZ continues to deliver successful innovative solutions to our customers globally. Why are we so successful? Because we are passionate and love what we do! We are at the forefront of future engineering technologies, with solutions that ensure the success of our clients in key industries that are shaping the future of the world we live in.

GENERAL SCOPE OF RESPONSIBILITIES

A customer service representative supports both internal customers (product managers, account managers, production, and finance staff) and external customers with all steps in the sales cycle; from helping to identify required parts or resources to preparing offers (quotes), processing orders, and resolution of after order issues.

NATURE AND SCOPE:

• Provide Customer Service support to our customers, Sales Area Managers, Product Managers and Regional Sales entities;
• Interact with internal / external customers to provide information response to inquiries about products and services.
• handle and resolve questions / concerns
• provide information about the organization’s products and service
• generate quotes and process orders as requested by Product Managers, Sales Area Manager, and customers
• enter and ensure proper handling of all orders
• maintain customer pricing based on guidance from product managers
• coordinate delivery and purchase order requirements with Logistics Department,
• communicate special shipment dates and date changes to the Regional Sales entities, Sales Area Managers, and/or customers
• Other duties as assigned by Supervisor or Managers.

REPORTING RELATIONSHIPS:

Line: Customer Service Manager, Paper Machine Service

Coordination with: engineering, production groups, field sales (SAMs), and finance

SUPERVISION RECEIVED:

The employee carries out the work within guidelines such as objectives, definitions with minimal oversight. Works with moderate supervision.

This job description is not meant to be an all-inclusive statement of every duty and responsibility required by the jobholder. The Company may amend your duties and responsibilities and reporting relationship from time to time.

POSITION REQUIREMENTS

• College degree and/or equivalent experience
• Self-starter capable of working with minimum supervision.
• Extremely thorough organizational and planning skills.
• Strong knowledge of customer service and establishing contacts.
• Ability to handle numerous projects at one time.
• Excellent written and verbal communication skills.
• Ability to develop close professional relationships
• Ability to research and review technical drawings and documents.
• Ability to [learn to] read and interpret engineering drawings.
• Ability to work independently and handle high volume email traffic
• This is not a call center position

LANGUAGE ABILITY:

Ability to read and comprehend instructions, engineering drawings, correspondence, and memos. Ability towrite effective correspondence. Ability to effectively transfer information in one-on-one and small group
situations to customers, vendors, and other employees of the organization.

EFFORT & WORKING CONDITIONS
Working conditions can include production/fabrication facilities, paper mills, and offices.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.