Customer Service Representative-Parts

Entertimeonline; Milwaukee (WI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

ESOP retirement plan

Health insurance with $0 deductible

401(k) with company match

Dental and Vision Insurance

Flexible Spending Account

Job summary

PFlow Industries, Milwaukee, WI, is seeking a Customer Service professional to join our employee-owned team. As an employee-owner, you’ll help deliver outstanding service while enjoying ESOP benefits and comprehensive coverage.

We value problem-solving, clear communication, and a collaborative spirit in a growing manufacturing environment. You will handle inbound calls and emails, generate quotations, process orders and RMAs, and work with Engineering and Purchasing to serve dealers, installers

Qualifications

• Excellent customer service skills for interactions at all levels.
• Ability to read manuals and engineering drawings.
• Proficient with Microsoft Office applications.
• Experience in manufacturing or material handling preferred.
• 5+ years in customer service, technical support, or field service related roles.
• Willingness to work collaboratively across departments.

Responsibilities

• Receives a high volume of inbound calls and emails from dealers, installers and end-users.
• Generates quotations, enters orders and provides frontline support to customers.
• Researches parts by locating drawings, manuals, part numbers and consulting with engineering as needed.
• Resolves product or service problems and ensures timely resolution.
• Processes sales orders and RMAs (Returned Material Authorizations).
• Maintains knowledge of procedures, products and pricing strategies.

Skills

Diplomacy in communication

Problem-solving

Clear communication

Time management

Self-motivation

Multitasking under pressure

Education

High School Diploma or GED

Tools

MS Office

M2K ERP

Job description

Description

Job Summary

At PFlow Industries, you won't just be another employee—you'll be an employee-owner shaping our future. As a 100% employee-owner, industry-leading manufacturer, every team member has a voice, a stake, and a reason to be proud of the work we do. We're a growing, multi-year Top Workplace Winner with a strong, family-oriented culture where people support one another and succeed together. If you thrive on variety, enjoy problem-solving, and want to be part of a winning team that truly values its people, this is your opportunity to grow your career and make an impact.

Skills Needed:

• Ability to exercise diplomacy and tact in all verbal and written communications.
• Excellent problem-solving skills and the ability and desire to develop, implement and communicate practical solutions.
• Excellent communication skills to effectively relay verbal and written information in a professional manner to all levels of management, all departments and customers.
• Strong time management and organizational skills combined with detail orientation and a high degree of accuracy in all tasks.
• Self-motivated and the able to work independently and as part of a project team.
• Ability to handle multiple, competing priorities, work under pressure and meet deadlines while producing accurate and high-quality work.

Role & Responsibilities:

• Receives a high volume of incoming telephone calls and emails from dealers, installers and end-users regarding parts needed to repair or maintain the full range of PFlow VRC equipment. Must respond to all inquiries in a timely manner that meets or exceeds the customer service response standards set for the Product Support Department.
• Generates quotations, enters orders and provide frontline support to PFlow customers by managing requests from initial inquiry to completion to ensure complete customer satisfaction.
• Researches and identifies the parts needed by locating drawings, manuals, part numbers, consulting with Technical Support Advisors or Engineering as needed.
• Resolve product or service problems by clarifying the customer issue, determining the cause of the problem, explaining the best resolution to solve problem, expediting the correction and following through to ensure resolution.
• Works with Engineering, Purchasing and all other departments to generate detailed quotations for field repairs and upgrades.
• Processes sales orders and generates RMAs (Returned Material Authorizations.)
• Build sustainable relationships of trust through open and interactive communication with customers and internal colleagues by working collaboratively with Service Manager, team members and across departments to resolve issues and deliver an exceptional customer experience.
• Maintain a strong working knowledge of procedures, processes, products and pricing strategies to ensure adherence to these policies and procedures.
• Assists with accounts receivable collections when needed.
• Follow all Documentation Procedures established to ensure customer information is saved in a central location and easily accessible by those in the company for timely responses in accordance with required procedures.
• Communication customer complaints or concerns quickly and professionally to service manager to discuss resolution and maintain good customer relationships.
• Actively supports continuous improvement efforts and adapts to new technologies, systems, and procedural changes to enhance efficiency and service quality.
• Generous ESOP retirement contribution from the company
• Health Insurance with a $0 deductible option
• 401(k) with company match
• Dental and Vision Insurance
• Flexible Spending Account/Health Savings Account
• Paid Time Off and paid Holidays
• Company paid STD, LTD and Life Insurance
• Employee Assistance Program
• Company Events and Employee Recognition programs

Requirements

Job Requirements:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma, GED, or education equivalent.
• 5+ years work experience in Customer Service, Technical Support or Field Service Technician role, preferably in a manufacturing, heavy equipment or material handling industry.
• Excellent customer service skills for in-person and telephonic interaction with internal and external customers at all organizational levels.
• Ability to read manuals and engineering drawings.
• Proficient computer literacy and the ability to use Microsoft Office (Word, Excel, PowerPoint, Outlook) proficiently
• Ability to learn and develop proficiency in M2K ERP software
• A "can do" attitude with a willingness and ability to exceed customer expectations.
• Ability to use basic office equipment: voicemail, copier, calculator, etc.
• Basic math skills: add, subtract, multiply, divide, count and calculate
• A strong technical background with knowledge of mechanical, hydraulic and electrical systems as well as VFDs (Variable Frequency Drives) is a plus.