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Country:  United States
Location: 

Solon, OH, US

Location details:  Solon, OH
Employment type:  Undefined term
Job Code USA/CA:  Parts Tech, CS & War

Technical Customer Service Representative - Solon, OH

With the Demag brand we are one of the world’s leading suppliers of industrial cranes, crane components and comprehensive service. We offer our customers a complete range of cranes, handling equipment and drives for every application – optimized by comprehensive sales and service support. The Demag crane experts always focus on the benefits for our customers – the greatest possible availability, optimum performance and maximum efficiency and reliability.

 

SUMMARY DESCRIPTION

Primarily responsible for development of quotations based on product knowledge.  Effectively and efficiently receives requests relative to parts identification and product quotations directly from Demag distributors.  Achieves and maintains rapport with customers and works to provide technical support, timely and accurate quotations and the highest level of customer service.   

 

MAJOR RESPONSIBILITIES

  • Receives online, email and telephone requests for price quotations.  Responsible for development of quotations based on product knowledge, application and pricing philosophies, all in a timely fashion with a goal of 24-hour turnaround on standard quotations.

 

  • Provides technical assistance, parts identification, product application and troubleshooting assistance to customers.  Uses SAP software and other system tools to retrieve product and customer information, material stock status and purchase order information.

 

  • Responsible for entering Sales or Network Orders.  Follows up on customer inquiries in regard to order status and changes.  Works closely with factory and other departments regarding deliveries of scheduled shipments.

 

  • Effectively utilize Automated Call Distribution phone system to ensure targets and metrics are met.

 

  • Check online stock status with supplier and locate requested items as needed.  Works closely with Part’s Expediter to meet customer’s delivery requirements.  Relays this information to customer.

 

  • Coordinates product knowledge transfer by maintaining email/telephone contact with counterparts in Demag, Germany, specifically relating to new and existing products, specific applications and quotations. 

 

  • Assists Product Manager in updating technical and pricing documentation.  Research and analyze sales statistics and product usage information when required.

 

  • Keeps abreast of Demag Shop, CRM and any department software and hardware needs to ensure customer satisfaction and work-flow efficiency.  Communicates needs to Product Manager as necessary.

 

  • Follows ISO 9001 requirements while supporting Lean and continuous improvement activities

 

  • Keeps Product Manager informed on problems relating to customer complaints, pricing issues, application results, and product performance.

 

  • Coordinates with Accounting department concerning credit status of customers when necessary.

 

  • Exercises responsibility over their job activities to ensure that the department operates at lowest costs consistent with cost center budget.

 

  • Must be flexible in supporting and sharing responsibilities of Parts Emergency Telephone as needed. 

 

  • Assists Parts Product Manager with developing and implementing departmental objectives that are consistent to the corporate goals.

 

The above listed responsibilities are not considered to be all-inclusive.  There may be other duties that are inherent in the performance of this position.

 

PRIOR EXPERIENCE REQUIRED

  • Two (2) – Five (5) years of experience in the material handling industry or equivalent. 
  • Ideal candidate will have knowledge of manufacturing applications with a solid Customer service background. 
  • Knowledge of SAP is a plus. Basic knowledge of Microsoft Excel, Word and Outlook is preferred.
  • Must possess proven communication skills.

 

EDUCATION REQUIREMENTS

  • Bachelor’s Degree or equivalent work experience.

 

CONTACTS WITHIN AND OUTSIDE OF THE ORGANIZATION

High level of contact and communication with company personnel in Solon, U.S. and Canadian Regions, Wetter, Germany and other agencies up to and including upper management.

 

DECISION MAKING AUTHORITY

Makes technical decisions for pricing of special projects up to $10,000.  The pricing of projects above this level requires upper management approval.

 

*KC #monus #cbus #nxt


Nearest Major Market: Cleveland

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