Customer Service Representative

Job description

E.W. Process has been a trusted partner in industrial fluid handling equipment for over 30 years. Today, we represent the Mechanical Equipment Division of E.W.P. Group, an enterprise that also encompasses the MacGuire & Crawford Instrumentation & Controls Division, the Lord & Company Industrial Automation Division, and the R.A. Moore Systems Integration Division. Individually, we are proven and respected; together, we are a powerhouse.

JOB SUMMARY:

The Customer Service Representative position is an integral role in our organization as it involves constant communications between our customers and our principals which is crucial to our operations. This position is responsible for assisting our customers with finding equipment needed for a variety of process applications. The communication our department provides is necessary and crucial throughout the entire ordering process. The ideal candidate will have a desire to learn and grow with our Customer Service team!

RESPONSIBILITIES:

• Manage daily workload to include answering incoming calls, responding to emails and faxes, handling returns, assisting outside sales, and procurement of products
• Utilize various communication sources to process verbal and written orders accurately and in a timely manner per department guidelines and policies
• Develop strong working relationships and trust with customers through open and interactive communication while encountering a wide variety of people and personalities

• Identify and assess the customer's needs using good judgement to provide appropriate solutions to achieve satisfaction
• Research all inquiries using the right methods or tools to provide accurate, valid, and complete information; seek assistance when needed

• Follow up on quotes, orders, returns, and any open issues to ensure resolution.
• Assist new customers through the credit process, ensuring all necessary information or forms are collected
• Maintain accurate data by continually updating database contacts, items, and pricing
• Be willing to cover others to balance workloads or to assist Management as needed with special projects, inquiries, repairs, etc.
• Meet personal and customer service team goals/targets
• Learn advanced product knowledge
• Perform other functions as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

• Possess excellent customer service skills
• Professional demeanor
• Excellent communication skills including proper phone etiquette and clear concise communication via email
• Attentive to detail
• Self-motivated and service-oriented
• Must be able to make timely decisions & exercise sound judgement
• Team player who can also work independently
• Must be reliable (demonstrate exemplary attendance)
• Positive, "can-do" attitude is required
• Ability to learn new systems
• Good organization skills
• Technical aptitude is a plus!

EDUCATION AND EXPERIENCE:

• Minimum of 2 years previous customer service experience required
• High school diploma is required / some college preferred
• Must possess basic math and problem-solving skills
• Must be able to demonstrate patience and conflict resolution skills
• Must have basic computer skills (Microsoft Office including Word, Excel, Outlook, & Adobe)

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Position requires constant communication via phone, email, & in person
• Must be able to sit for long periods of time at a workstation typing and using a computer
• Must be willing and able to report to work at our office, Monday through Friday 8:00 a.m. to 5:00 p.m. This is not a remote work opportunity.

POSITION OFFERS:

• Competitive salary
• Commission Sharing
• Medical insurance (100% paid for Employee coverage)
• Dental insurance (100% paid for Employee coverage)
• Vision insurance
• Basic Life insurance (100% paid for basic Employee coverage)
• Supplemental Life Insurance
• 401(k) Plan with generous company match
• PTO (Paid time off)
• VTO (Paid time off for volunteer work)
• Employee Stock Ownership Plan (ESOP)

Come Build Your Career With Us

As an employee-owned organization, we all contribute as a whole. We invest in finding and developing the right people for the Company. We are always looking for engaged and energetic people to join our team. Our values are part of the foundation that unites us. Our values keep us committed and focused on our collaborative culture. We transform all opportunities into success for our employees, every customer, and the business overall. Our employees power the future, and we provide an environment where everyone thrives.