Industrial Customer Service Representative
|Benefits:||Employees are eligible for coverage under our broad-based insurance programs, including basic medical, dental, and major medical. We also provide each employee with paid life insurance and paid accidental death and dismemberment insurance. We recognize the importance of financial planning and offer employees a 401(k) Savings Plan. |
|Employment Type:||Full Time|
|Description:||METTLER TOLEDO is the global leader in the manufacturing, marketing and service of precision instruments for use in industrial, laboratory and food retailing applications. We have one of the largest Global Service and Sales organizations among precision instrument companies. We are hiring an Industrial Customer Service Representative|
This position is primarily responsible for Customer Service Product & Parts Order Entry within the North American Industrial BA and providing high-level customer support.
|Duties:||ESSENTIAL DUTIES & RESPONSIBILITIES include the following:|
•Highly involved participating member of the Industrial Product Order Entry Team.
•Maintain a focus on the customer first, which includes being respectful, courteous, speaking with a professional business voice, and generally responsive to all customer needs.
•Inbound call / email support: answering inbound customer order phone calls and inquiries and inputting all customer orders in the BaaN business system, includes orders for Industrial segments including direct, OEM customers and METTLER TOLEDO authorized distributors.
•Maintaining customer purchase orders and sales contract information for all orders received, excluding distributor telephone orders.
•Ensuring the customer receives an order acknowledgment, to include mailing of order acknowledgments that are not automatically transmitted by the BaaN system.
•Processing approved sales return authorizations, to include communicating and confirmation the return authorization materials are sent to the customers while maintaining proper documentation.
•Processing approved credit and debit memo requests and maintaining proper documentation.
•Assist in the coordination of scheduled product deliveries, including issues of product lead times, product availability, and order status changes, between the MO, PO, and America’s Hub facilities and communicating any order change information to the customer.
•Answering questions and responding to customer requests in the most expedient and cost effective manner possible.
•Communicate effectively and timely to those requiring order delivery, pricing or product lead time status. Advise customers, Sales Representatives, and Inside Sales Support of any shipment delays per established procedures.
•Work in coordination with the Inside Geo Sales Support team to assist with Field Sales requests for orders and order information.
•Work in close coordination with the Buyers/Planners and the PO’s and other suppliers to ensure timely delivery of orders entered.
•Responsible for learning, with complete familiarity and demonstrated skills, all order-entry and related modules of the BaaN business system.
•Utilize BaaN and other business systems for the accurate and timely entry of customer orders. Maintain up-to-date knowledge and familiarity of these same systems as changes are made.
•Report any errors or inconsistencies found in the BaaN system, such as missing or incorrect item numbers, and pricing or discount errors to the appropriate Marketing Manager and/or the BaaN System Administrator.
•Be familiar with and learn the support and related modules of the Sales Logix CRM system, specifically for tracking workflow approvals.
•To ensure the accuracy of the sales order system including backlog and shipped/unbilled reporting.
•Provide backup assistance to other team members as required.
•Comply with METTLER TOLEDO operating policies and procedures.
•Maintain ISO compliance.
•Responsible for punctual and consistent on-the-job attendance.
|Qualifications:||EDUCATION AND EXPERIENCE|
Desired education would be an Associate’s Degree or equivalent two-year college or technical school with a business emphasis, or equivalent combination of experience and education.
Additional requirements include the ability to work independently or in a team environment, multitask in an open work space environment and to maintain a high energy level with strong customer focus.
A minimum of one year of “Call Center” or “Customer Service experience” is required.
Must possess the ability to utilize and work within a computerized business data system for the entering and maintenance of customer orders and have very good knowledge of Microsoft Office products.
METTLER TOLEDO is an Equal Opportunity Employer. We offer a very competitive compensation and benefits package. Employees are eligible for coverage under our broad-based insurance programs, including basic medical, dental, and major medical. We also provide each employee with paid life insurance and paid accidental death and dismemberment insurance. We recognize the importance of financial planning and offer employees a 401(k) Savings Plan.
To find out more about METTLER TOLEDO and our products please view our YouTube video at http://www.youtube.com/user/mettlertoledo?v=e6MGN3yj0t8.
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