Senior Customer Service Representative

MacLean Power Systems; Monroe (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

MacLean Power Systems is seeking a Customer Service Representative to manage inside sales and customer support for their designated region, focusing on delivering superior service.

The role involves processing orders, quoting, coordinating with purchasing, production, and shipping, and maintaining strong client relationships. You will collaborate with sales teams and engineers, support invoicing, and assist with customer inquiries and issues as needed.

Qualifications

• 3–5 years related experience with technical products.
• Proven ability to build and maintain relationships with multiple clients.
• Proficient with Microsoft Office Suite, including Excel and MRP systems.
• Outside sales experience.

Responsibilities

• Process incoming orders and verify all aspects of orders and quotes (validity, terms, and technical requirements).
• Collaborate with purchasing, production, shipping, and leadership to ensure accurate, efficient order processing.
• Provide information, quotes, credit terms, and bid-related specifications to clients.
• Coordinate with production, shipping and leadership on order status.
• Manage approval drawings and release of orders to production.
• Engage with sales associates, application engineers, and manufacturers’ reps.
• Develop and maintain relationships with potential and existing clients.
• Answer inquiries about products, uses, and industry context.
• Handle customer complaints and product returns with Quality and shipping departments.
• Occasionally meet with customers in person or via Teams.
• Assist accounting with invoicing, payments, or related issues.
• Manage ITEC access to customer portals for quotations, orders, and invoices.
• Prepare periodic status reports of accounts and orders for management and customers.

Skills

Verbal & written communication

Sales & negotiation

Interpersonal relationships

Analytical skills

Organizational skills

Team collaboration

Problem solving

Tools

Microsoft Office Suite

Excel

MRP system

Job description

Job Summary

The Customer Service Representative will manage inside sales & customer support for their designated region with a focus on creating and maintaining superior customer service.

Job Duties

• Processes incoming orders and verifies all aspects of the orders and quotes including validity, terms & conditions, and technical requirements.
• Collaborates with purchasing department, managers, and other staff to confirm that orders are processed with accuracy and efficiency.
• Provides information, quotes, credit terms, and other bid related specifications to clients.
• Collaborates with production, shipping, and leadership team on order status.
• Manages approval drawings and release of orders to production.
• Works directly with other sales associates, application engineers, and manufacturer’s sales representatives.
• Develops and maintains relationships with potential and existing clients.
• Answers inquiries from clients concerning products, their uses, and the industry at large.
• Handles customer complaints & product return in coordination with the Quality and shipping departments.
• Occasionally meets with customers coming into the facility or via Teams as needed.
• Assists accounting with invoicing, payment, or other issues as needed.
• Manages ITEC access to customer portals for quotations, orders, and invoices.
• Periodically prepares and reports, status of accounts and orders to manager and to customers as required.
• Performs other duties as assigned.

Experience and Education

• Minimum 3-5 years related experience including experience with technical products. (Experience in utility industry preferred).
• Proven ability to build and maintain relationships with multiple clients.
• Proficient with Microsoft Office Suite or related software including proficiency in excel and MRP system.
• Outside sales experience.

Competencies/ Skills

• Excellent verbal and written communication skills.
• Sales and negotiation skills.
• Proven ability to build strong interpersonal relationships based on integrity and service.
• Strong analytical skills.
• Organized with attention to detail.
• Ability to work as part of a team
• Problem-solving skills