Primary Objective: The function of the Technical Customer Service Representative II (CSRII) is to work with customers professionally in order to support the relationships, sales and marketing activities in a manner which accomplishes the sales objectives set by Goodall Manufacturing. The CSRII handles customer inquiries to ensure that the business and operational requirements for customers are satisfactorily met. The CSRII also works very closely with sales and marketing personnel to identify service issues and works with the delivery team to develop and implement long lasting solutions. The CSRII will provide mechanical & electrical problem diagnosis for customers. Another important responsibility is the maintenance of the database (E-Synergy and Macola ES).
Major Areas of Accountability/Responsibility:
Support sales/marketing personnel in their daily activities
Knowledge and maintenance of customer database (E-Synergy and Macola ES)
Provide troubleshooting assistance to customers on mechanical/electrical problems
Process orders, forms, applications and requests in a timely manner
Answer incoming calls and assist in the follow-up communication to customers
Communicate and coordinate with internal departments effectively
Manage customers' accounts and keep records of their requests and inquiries
Handle and resolve customer complaints by obtaining and recording all relevant information
Promptly direct unresolved customer issues to the designated internal resource
Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
Identify areas of improvement in the department and assist in creating and implementing solutions as approved by supervisor and upper management
May work with Marketing regarding product launches
May perform duties of Inside Sales
Represent Goodall Manufacturing in a positive and professional manner
Perform other duties as assigned or required by the supervisor and upper management
Job Qualifications:
Excellent communication skills – verbal, written and listening
Mechanical and electrical aptitude
Attention to detail and accuracy
Great team work and problem solving skills
Knowledge of relevant computer applications
Outstanding work ethic, initiative and integrity
Eager to learn and willing to adapt
Strongly prefer someone with E-Synergy and Macola ES experience
