Job description

Job Summary

The Customer Service Representative (CSR) will be the first point of contact for customers who are seeking replacement parts, and service/applications support by phone. As calls are received, the CSR will assist customers by providing information on Nanotech products and services, quoting and order processing and when appropriate connect customers to our technical support staff. This position will also be responsible for service-related material handling of spare parts, and accessories at our facility in Charlotte, NC. Administrative duties include word processing, data entry, filing, and database maintenance.

Core Responsibilities

• First point of contact for customers seeking service and applications support by phone.
• Maintains a working knowledge of the location and activities of each Service Engineer, to understand who is available to receive incoming queue calls for Tier I, Tier II, and Tier III service and applications support.
• Has a strong understanding of Nanotech products and services to address customer questions, provide information and guidance for available upgrades, training, and professional service options to ensure excellent service standards are met.
• Processing and dispatching of quotations for service and applications support, equipment maintenance services, spare parts, accessories, software upgrades, training and professional services.
• Point of contact for incoming customer purchase orders. Reviews purchase orders for accuracy and processing to ensure alignment with the quotation, confirm shipping details and methods. Ensures required materials are available for shipment as quoted or confirm next availability with appropriate Buyer, prior to sending acknowledgment of order acceptance.
• Generates system sales orders, warranty orders, and work orders as required.
• Forwards order acknowledgement to the customer, responsible Service Engineer, and quotation file.
• Maintains Salesforce (CRM) database as required with relevant customer service information.
• Maintains a clean and organized work area.
• Complies with safety regulations.
• Performs other duties as assigned by management.

Education and Experience

• Bachelor’s degree or an equivalent combination of education and experience.
• Understanding of the service process and how it relates to the CSR role.
• Database management (Salesforce CRM).
• Computer literate with full working knowledge of MS-Word and Excel.

Competencies

• Customer orientated with ability to adapt and respond to varying personalities.
• Builds sustainable relationships and trust with customer accounts through open and interactive communications.
• Strong communication skills, both verbal and written.
• Solid phone contact handling and active listening skills.
• Excellent organizational skills, with attention to detail.
• Strong problem-solving skills.
• Dependable, multi-tasking, team player who can work with minimal supervision.
• Ability to multi-task, prioritize, and manage time effectively.
• Flexible and capable of working in a fast-paced environment with rapidly changing priorities.
• Ability to assess, identify and support customer needs.
• Genuinely excited to help customers; pleasant attitude/demeanor to de-escalate potentially tense communication in high pressure.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Profit sharing
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Charlotte, NC 28216: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Excel: 1 year (Required)

Work Location: One location

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