Customer Support Representative

Job Purpose:

The Customer Service Support Representative is responsible for delivering exceptional service to customers and supporting the end-to-end order management process. Team members work closely with customers, sales representatives, and cross-functional departments to provide accurate information, resolve issues, process orders, and ensure a positive customer experience. Success in this role requires strong communication skills, attention to detail, problem-solving abilities, and a commitment to continuous improvement. Responsibilities vary based on job level and experience.

Core Essential Functions: 

• Provide professional and timely support to customers, sales representatives, and internal team members.

• Respond to customer questions about products, pricing, delivery dates, warranties, order status, and services.

• Enter, review, and manage customer orders accurately from receipt through shipment.

• Prepare and maintain customer records, forms, reports, and other required documents.

• Provide accurate information about pricing, product availability, delivery schedules, and order status.

• Review purchase orders and customer requirements for accuracy and compliance with company procedures.

• Work with Sales, Production, Engineering, Quality, Finance, and other departments to resolve customer issues.

• Identify and address problems with orders, deliveries, pricing, or customer requests, and escalate issues when needed.

• Monitor and resolve order holds and other issues that may delay order processing.

• Maintain accurate records and data in company systems.

• Follow company policies, procedures, and standard operating procedures to ensure quality and consistency.

• Support improvement efforts that increase customer satisfaction and efficiency.

• Perform other duties as assigned.

Job Complexity:

Operate under moderate supervisor from established policies, guidelines and procedures.  Perform work responsibilities of moderate complexity that are recurring in nature with some variation from the norm.  Extensive work time in contact with related departmental staff and customers requiring tact and diplomacy, and ability to learn new information quickly.

Knowledge, Skills and Abilities Required:

Working knowledge of customer service procedures, practices, policies and related regulations.  General knowledge of Hengstler Dynapar products, marketing programs, and/or customer specific requirements is very desirable.  This is a critical customer contact position requiring excellent oral and written communication skills including tact and diplomacy, a pleasant, understandable phone-voice, and ability to converse fluently in English. Proven, successful and verifiable experience in a first-line customer contact position is desirable.

Position requires computer proficiency with MS Office programs and the internet.  A high degree of accuracy and attention to detail is critical for success in this position.

Working Conditions:

Normal office environment with occasional walking to manufacturing floor.   Shifts may vary which may include overtime during the week and weekends.