Customer Service Representative

DUTIES AND RESPONSIBILITIES

Fields incoming phone calls and online inquiries from end users, service technicians, and sales professionals in a courteous and helpful manner Supports a network of independent manufacturer's sales representatives and / or sales partners Processes quotes and purchase orders Log call data/info into CRM or ERP Coordinate with engineering personnel to get the customer's answers as required. Provide product, pricing and other relevant information as requested by Customers / Field Techs Issues warranty calls Ensures customer inquiries are resolved in a timely manner (e.g., warranty, non-warranty, troubleshooting service incidents) Solid understanding of the features and benefits of all products sold and serviced by the company In-depth knowledge of all warranties Ensures compliance with the company's quality assurance program and customer satisfaction programs to ensure the equitable resolution of customer complaints Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards Communicates with others in the company (vertically and horizontally) to ensure compliance with service standards and company policies. Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material. Perform other relevant duties as assigned by the supervisor and/or manage #MPGPro Masis Staffing is committed to providing a workplace free of discrimination, harassment, and retaliation. We are an equal opportunity employer. Applicants, employees, and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation or transgender status), national origin, age (40 or older), veteran status, disability and genetic information (including family medical history).