Job Information
Harrington Hoists Inc Technical Customer Service Representative in Manheim, Pennsylvania
Title: Technical Customer Service Representative
Category: Regular Full-Time
Job Class: Salaried
Location: Manheim, PA, US
Requsition ID: 1841
Description:
JOB TITLE: TECHNICAL COSTUMER SERVICE REPRESENTATIVE
Non-Exempt Position
REPORTS TO: Customer Service Manager
DEPARTMENT: Customer Service
BASIC FUNCTION:
Provide professional, courteous, and efficient service to our customers' inquiries related to but not limited to cranes, crane components, jibs and gantries, below the hook devices and technical hoist applications. Provide technical assistance and training to improve the overall performance level of the Customer Service Department.
GENERAL JOB RESPONSIBILITIES:
- Handle incoming calls to the department related to cranes, crane components or crane related parts, jibs, and gantries, below the hook devices and technical hoist applications. Take requests and respond to questions through verbal or written communications.
```{=html}
``` - Handle crane related orders received by phone, fax, email, or mail. Enter orders in system per established procedures. Contact customers and or salesmen as needed to obtain information to complete orders.
```{=html}
``` - Provide follow-up as required on each order. Complete crane order and above-mentioned related order changes or cancellations as requested. Investigate and report on ship date, carrier, tracking numbers, etc.
```{=html}
``` - Coordinate special shipping requests with the Production Meeting Group. Provide paperwork for review at daily meetings and update orders as needed to reflect new information. Represent the Customer Service Department at the Daily Production Meeting.
```{=html}
``` - Initiate purchase requisitions to the Materials Department from all non-stock items placed on order.
```{=html}
``` - Review and follow-up on outstanding crane approval drawings when appropriate.
```{=html}
``` - Handle quotations for cranes, crane components or crane parts, jibs, and gantries, below the hook devices and technical hoist applications received by phone, fax, email or mail. Prepare quotes in system, on formal quote form, on fax form or handwritten on customer inquiry per established procedures.
```{=html}
``` - Review requests for returns or adjustments. Pull associated department files and issue RMA form with full explanation on return.
```{=html}
``` - Serve as the technical "go-to" person in the department. Be the pre-Engineering contact for Customer Service Department personnel.
```{=html}
``` - Review all Blue Forms initiated and handle those within the scope of the position. Forward the remaining Blue Forms to the Engineering Department for response.
```{=html}
``` - Handle order changes from the Shop and Production Meeting or redirect to appropriate Customer Service Representative(s).
```{=html}
``` - Provide back-up for the Customer Service Representative positions when the workload requires it. Assist with phone calls, faxes, e-mails etc.
```{=html}
``` - Complete literature requisitions when requests received via phone or fax.
```{=html}
``` - Upgrade product and procedure knowledge on a continuing basis to properly perform job duties. Complete all training sessions assigned and review and learn new information distributed.
```{=html}
``` - Complete special projects assigned by Customer Service Manager.
```{=html}
``` - Maintain cleanliness and organization of work area.
```{=html}
``` - Exhibit interpersonal skills sufficient to perform as an active team member.
JOB QUALIFICATIONS
- College degree, two-year technical degree, or equivalent experience.
```{=html}
``` - Prior Customer Service experience -- two years preferred.
```{=html}
``` - Overhead Crane and Hoist Experience -- two years preferred
```{=html}
``` - Technical and mechanical aptitude.
```{=html}
``` - Excellent troubleshooting skills.
```{=html}
``` - Ability to successfully complete company training on products and procedures.
```{=html}
``` - Ability to successfully complete training in Applications Engineering.
```{=html}
``` - Strong computer skills such as CAD, Excel, and Word
```{=html}
``` - Excellent verbal and written communication, training, data entry, computer, calculator, organization, accuracy, and problem solving.
```{=html}
``` - This position does not require an aggressive approach to sales. Although some proactive moves are required to provide excellent service, this position is primarily reactive to the needs and wants of our customers.
PHYSICAL REQUIREMENTS:
- Ability to complete data entry for long periods of time.
```{=html}
``` - Ability to sit for 7+ hours per day.
OTHER REQUIREMENTS:
- Ability to handle job-related stress.
```{=html}
``` - Ability to learn, understand and explain our technical products.
```{=html}
``` - Must be able to speak, read, write and understand the English language.
```{=html}
``` - Clear speech.
```{=html}
``` - Excellent hearing.
```{=html}
``` - Periodic travel for business.
```{=html}
``` - Interact in a focused, positive, courteous, respectful, and professional business-like manner.
```{=html}
``` - Regular attendance is an essential element of the job.
NOTE: This job description is not intended to be all inclusive. It represents typical duties and
criteria necessary to successfully fulfill the responsibilities of the position. Other duties
may be required at the discretion of supervision or management
PI267213624