Customer Support Specialist

Company Overview

Fuel Tech is a leading technology company engaged in the worldwide development, commercialization, and application of state-of-the-art proprietary technologies for air pollution control, process optimization, combustion efficiency, and advanced engineering services. These technologies enable customers to operate efficiently in a cost-effective and environmentally sustainable manner.

Position Overview

The Customer Service Specialist candidate will focus on correct resolutions for both customers and the business. The position will handle customer relationships and assist with their individual service needs while delivering best-in-class customer service. Accepts and commits product orders for shipment, pricing, and invoice issuance by interaction with sales representatives, customers, plant personnel, carriers and/or Marketing. Records order information into Fuel Tech’s database. Customer Service representative provides solutions to customers.

** p osition will be based in our Warrenville, Illinois headquarters

Primary Responsibilities:
Determine the quickest and most effective ways to answer a client’s or customer’s questions.
Ensure customers are satisfied with products and services.
Understanding of appropriate escalation of queries and concerns.
Troubleshooting common issues with products or service.
Handle inbound and outbound calls from customers.
This position requires discretion and independent judgement.
Must attain a workable knowledge of product line and sales policies.
Makes decisions relative to selection of shipping point to maintain an acceptable level of service and profitability.
Data entry of purchase orders and coordinating with procurement to place orders.
Responsible for issuing price adjustments, product returns, warranty replacements and delinquent order reporting.
Education and Experience: Associate degree preferred or equivalent from a two-year college or technical school.
Three to five years related experience, or equivalent combination of education and experience.
Required Skills / Abilities: Extensive knowledge of Microsoft Office Suites (Excel, Word).
ERP Experience (Epicor experience a plus).
Basic mathematical skills required.
Ability to compute exchange rates, ratios and percentages as required.
Ability to create and interpret graphs.
Excellent written and verbal communication skills required. Speaks clearly and persuasively in positive or negative situations.
Ability to communicate with all levels of management.

Proven ability to solve practical and complex problems.
Proven ability to interpret a variety of instructions (written, verbal, diagram).
Physical Requirements: Must be able to lift 10-15 pounds. May require long periods of sitting.
Travel Requirements: Less than 10%

EEO statement:

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

ftek.com/en-US/linkedin.com/company/fuel-tech-inc/mycompany/