Product Application Specialist (CSR)

Maxcess International; Washington (District of Columbia); Hybrid; USD 42,000 - 68,000; Full time

Job summary

Maxcess International in the United States is seeking a customer-facing professional to blend order management with technical product support for industrial products. You will assist customers with product selection and application questions, tailoring solutions to equipment and operating needs.

In this role you will coordinate with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfill customer expectations, process quotes, and manage orders from inquiry to

Qualifications

• Associate degree with 3-5 years' Customer Service experience or GED/high school diploma with strong industry background in design, sales, job shop, machining, or web handling.

Responsibilities

• Provide the best customer service in the industry.
• Work with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfil customer and business expectations.
• Establish and maintain customer records and contact information.
• Process inquiries for product quotes and sales orders.
• Daily quote follow up and status updates including closure.
• Expedite and communicate status inquiries on quotes and orders.
• Assist with after-sales inquiries for parts, service, repairs, warranty, and policy.

Skills

Verbal communication

Written communication

Customer service

Organizational skills

Problem solving

Education

Associate degree

GED or high school diploma

Tools

Epicor ERP

Job description

Job Description

Job Description

What is this role:

A customer-facing role that combines order management with technical product support. The ideal candidate has mechanical aptitude and can help customers select industrial products, address application questions, and recommend solutions based on their equipment and operating needs.

Primary Responsibility:

Support the management of the customer relationship through direct communications and interaction with our customer base, internal and external teams via phone, email, letter, fax, and occasional public interaction (trade shows, customer site visits, internal and external). Candidate must be comfortable in handling administrative tasks, have versatile computer experience, ability to prioritize multiple responsibilities, excellent oral and written. There are three customer service representative tiers that define levels of training, ability, and responsibility:CSR ICSR IICSR IIICore competencies of each tier are defined in the customer service representative tier document. Progression of competencies is reviewed on a biannual basis.

Duties and Responsibilities:

Provide the best customer service in the industryWork as a team member with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfil customer and business expectationsEstablish and maintain customer records and contact informationProcessing of inquiries for product quotes (duplicate units and new units)Processing of sales orders from customer purchase orders (duplicate units and new units)Daily quote follow up and quote status updates including closureExpedite and communicate status inquiries on unit/part quotes and sales ordersCommunicate information on product applications, features and benefitsSupport after sales inquiries for parts, service, repairs, warranty, policy and commercial issuesTimely completion of assigned tasks. Overtime may be required to meet deadlines and achieve customer requirementsSupport continuous improvement initiatives and processes through active involvementManage waste responsibly (utilize proper containers, participate in the recycling programs)Promote energy conservationActively support and maintain business objectives and initiativesOther duties as assigned to meet departmental and company objectives

Minimum QualificationsEducation/Experience

Associate degree with 3 - 5 years' Customer Service experienceORGED/high school diploma with a strong background in the industry with equivalent years' experience in design, sales, job shop, machining, or web handling industries

Other Candidate Qualifications

Excellent verbal communication skills, speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetingsExcellent written communication skills, writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written informationAble to handle pressure well and be detail-orientedIntegrity and high ethical standardsStrong organizational skillsFluent in standard Windows based applicationKnowledge of Epicor ERP system is a plusAbility to work in team and individual environments without supervision, self-motivated.Ability to work collaboratively across functions to accomplish goals and meet company objectivesBalances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeedWillingness to provide enthusiasm and creative solutions to meeting our customer needs and achieving the company's goalsAbility to thrive in a fast-paced environmentAbility to analytically synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and proceduresAbility to identify and resolve problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topicsAbility to assess own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with othersAbility to understand business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goalsWorks within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resourcesAbility to manage difficult or emotional customer situations; responds promptly to customer needs; Solicits customer feedback to improve service; responds to requests for service and assistance; meets commitmentsFollows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversityDisplays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisionsSets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goalsApproaches others in a tactful manner; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitmentsAdapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected eventsIs consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on timeAbility to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometryPhysical Requirements

Ability to sit for extended periods of timeAble to wear personal protective equipment (if entering designated manufacturing areas)-safety shoes, safety glasses, hearing protection, etc.Position located in Camas, WAHybrid office / work from home opportunity#INDMaxcess 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.