Customer Service Representative

Job Description:

Brooks Instrument (www.brooksinstrument.com), an industry leader in flow and pressure instrumentation for critical applications, is seeking candidates for a Customer Service Representative positions that will be based at the company headquarters in Hatfield, Pennsylvania (suburban Philadelphia). The company has manufacturing locations in Pennsylvania, Hungary, Malaysia and Korea, and also maintains sales and service offices throughout the world. Our high-tech products are used in laboratory and process applications in end markets such as: oil & gas, petrochemical, medical devices, waste water, life sciences, and analytical instruments. Brooks is a division of ITW (Illinois Tool Works), a fortune 200 company. ITW is one of the world's leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses. The company has operations in 56 countries and employs over 50,000 employees. These talented employees, many of whom have specialized engineering or scientific expertise, contribute to ITW's global leadership in innovation. The company is proud of its broad portfolio of nearly 10,000 active patents, and is focused on fully leveraging its highly differentiated business model to deliver solid growth with consistent best-in-class margins and return on capital. Basic Function Receive customer inquiries regarding Brooks' products and/or services. Review inquiry and research to obtain necessary information from policies, procedures, and other documentation. Coordinate problem resolution with appropriate department(s). Inform customer of response and/or problem resolution. Essential Duties and Responsibilities Act as internal sales support. Communicate effectively with customers and Sales Team using phone, voice mail, email, microsoft teams, and other tools in order to fully understand customer's request. Maintain relationships with key customers to support ongoing business and enhance customer satisfaction. Support the order placement process to ensure customer purchase orders are correct and entered in a timely manner. Assist the Sales Team with Premium Delivery and Lead Time requests. Manage customer order expedites and provide order updates when requested. Manage order changes and order adjustments. Manage customer accounts as required. Assist customers and Sales Team with any complaint, using the formal customer complaint process when appropriate. Knowledge of the complete Brooks product line. Support company continuous improvement initiatives. Regular attendance. Other duties as assigned. Knowledge, Skills and Abilities Excellent demonstrated customer service skills with the ability to maintain positive relationships through problem resolution. Ability to work independently with minimal supervision. Ability to get along with others in a team environment. Ability to multi-task and engage with multiple customers simultaneously while interacting with other internal departments. Ability to follow all safety procedures. Education and Experience Associates degree in Technology or Technical Field, or minimum 1 year experience with industrial measurement and control preferred. Knowledge of Microsoft Windows, Excel, Word and MAPICS a plus. Experience with specification and/or quotation of industrial instrumentation or similar portable experience in a customer service role preferred. ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws. At ITW, we think and act like entrepreneurs. We embrace autonomy, make decisions and take ownership to create innovative solutions for our customers all over the world. ITW is a Fortune 200 global multi-industrial manufacturing leader. Our seven industry-leading business segments offer career development and learning opportunities in more than 50 countries across the globe. We're committed to investing in our people and supporting their growth through unique and relevant development opportunities at each stage throughout the employee life cycle. Our decentralized, entrepreneurial culture empowers you to think and act like a business owner. We aspire for everyone to perform to their full potential and value the unique and diverse perspectives, experiences and ideas that make us better together. The ITW Business Model gives us the tools to focus on what's most important, and we're grounded in our values of Integrity, Simplicity, Trust, Respect and Shared Risk.