Customer Service Specialist

SUMMARY

The Customer Service Specialist is responsible for coordinating all sales and service activities as well as interacting with customers on a professional level. This position works closely with senior management and carries out responsibilities in the following functional areas: inside sales and service administration.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Exercise of judgment, discretion, and tact in all business matters and business relationships is required. Strong interpersonal skills and the ability to maintain clear and cooperative working relationships with co-workers and demonstrate regular attendance and punctuality are essential. The organization’s leadership promotes collaborative problem solving in both formal and informal work teams. Participation in and contribution to teamwork within the organization is required. Additional requirements include experience in supporting senior management and interacting with customers. Necessary interpersonal skills include being a self-starter, motivated, creative, flexible, self-confident, deadline oriented and able to multi-task. Employees must follow all quality and safety procedures of the company, including those at customer sites if applicable, and must abide by the corporate Code of Conduct in all situations.

Supervisory Responsibilities

None

Duties:

1. Prompt and accurate processing of any documentation or requests within the area of specialization.
2. Authorize and efficiently process requests for credit and return goods authorizations from customers.
3. Monitor RMAs and orders throughout sales/service cycle to ensure quick turnaround time.
4. Effectively communicate with customers regarding the most updated information.
5. Generate and maintain reports for sales orders, order status, and ship date including product availability and back orders.
6. Maintain logs, records, databases, files, and other management information tools related to customer orders.
7. Work with cross functional teams to resolve scheduling and/or invoicing issues.
8. Effectively assimilate information from various sources to complete activities and meet deadlines.
9. Coordinate with warehouse/receiving/shipping on shipment of customer orders, internal and external RMA’s.
10. Coordinate with local export officer and global export team to ensure global export compliance requirements are met.
11. Collect mail for front office and distribute accordingly.
12. Communication both verbal and written in a positive and supportive manner to both external and internal customers.
13. Perform other duties as assigned.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tasks require walking, sitting, bending, reaching, mobility, and occasional lifting of items weighing 10 pounds. Work requires computer skills (word processing, spreadsheet, presentations and data-entry), attention to detail and accuracy. Communication skills including listening and speaking are required for interaction with other employees, vendors, and customers. Strong interpersonal skills, the ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job.

POSITION REQUIREMENTS

Company Values

Pfeiffer Vacuum believes that we are all suppliers and customers of someone in our organization. Our employees must be able to demonstrate this customer-centric belief - which means that you are value-adding, reliable, performance-driven, innovative, service-minded and agile – in all of their business activities. We expect that our company values of open mindedness, trust, communication, thinking strategically/being creative, being courageous, accountable and humble, ethical sensitivity/compliance, resilience/facing diversity and fostering a culture of empowerment, engagement and collaboration will drive the actions of our employees.

General Qualifications:

Strong organizational skills, extreme attention to detail, and creative problem solving are required. Ability to work independently while under tight and frequently changing deadlines in a dynamic business environment is necessary. Experience with major ERP systems required. SAP experience preferred. Proven ability to handle confidential and sensitive information in a discreet and professional manner. A positive and respectful attitude is essential to be successful in this role.

Education and/or Experience

Associate’s degree preferred or equivalent work history of at least three to five years of related customer service experience in an industrial/office work environment. Experience with Microsoft Office products is required along with and a high level of proficiency with Microsoft Excel. ERP software experience in systems similar to SAP, Oracle, and Microsoft also required. Experience with SAP software is highly desirable.

Language Skills

The ability to communicate in English verbally and in writing is essential. Reports, email correspondence, schedules; are all typical requirements of this position and must be effectively and professionally communicated.

Mathematical Skills

Strong math skills preferred.

Reasoning Ability

Must be able to multi task and operate in a fast-paced environment while maintaining a disciplined approach to oversee all front office needs. The ability to understand the company’s needs and requirements is essential. Must be able to solve both practical and complex problems and deal with a variety of factors in situations where only limited standardization exists.

Certificates, Licenses, Registrations

Valid driver’s license and satisfactory driving record are required at the time of hire and periodically thereafter.

TOOLS AND/OR EQUIPMENT

This position uses a computer extensively as well as other common office equipment.

WORK ENVIRONMENT

This position may work in various environments including office, factory or home settings. Employees who are authorized to work from home are expected to comply with all company requirements for core work hours or in-person attendance at company meetings or events.

Pfeiffer Vacuum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact Jill Guilmain at 603-578-6519.