Customer Service Representative in Lauda bei PAC L P

PAC is a leading global provider of advanced analytical instruments for laboratories and online process applications in industries such as refinery, petrochemical, biofuels, environmental, food & beverage, marine, offshore, subsea, and pharmaceutical. To provide its customers with cutting edge technology, PAC leverages significant R&D resources to support its core technologies, including chromatography, elemental analysis, physical properties, ultrasonic, fluorescence, spectroscopy, and microscopy/video imaging. PAC operates as a unit of Indicor, a diversified industrial solutions company providing specialized, mission-critical products for industrial manufacturers, and a global portfolio of proven, best-in-class technology companies (www.indicor.com).

As a Customer Service Representative, you are the connection between PAC and the customer. You are the first point of contact for the customer, and your main activities are creating quotations, bookings orders and manage the logistics between us and our customers. You will be in contact with our customers, freight forwarding, internal departments and work directly with Supply Chain, Sales and Service.

You feel passionate about providing an excellent customer service experience and you enjoy building relationships. As Customer Service Representative, you are a good communicator and a team player with a high sense of ownership. You have excellent multi-tasking skills, you feel comfortable in a LEAN and dynamic environment and you have a proactive attitude. You have a good process improvement mindset and like to work closely with internal and external stakeholders to increase the overall value we bring to customers.

Responsibilities:

• Answer customer requests for quotations and questions timely and accurate
• Answer phones / e-mails in a timely manner and ensure customer needs are met
• Provide feedback to customers and colleagues on stocking levels, order status, order tracking, service contract and repair order status, etc.
• Provide suggestions for alternative products / solutions for out-of-stock items or long lead-time items
• Manage inquiries from potential customers and move them through the evaluation and approval process
• Maintain working knowledge of export procedures and compliance
• Enter customer demand into ERP system and communicate order confirmation back to customer within 24 hours of receipt of purchase order
• Expedite orders to ensure on-time shipment and proactively communicate order status to customer, Sales department and Service department
• Coordinate all outbound shipments with freight carriers, customers and internal functional groups.
• Provide all necessary documentation for shipments and customs clearance. Review project-specific shipping and/or carton/crate specifications.
• Collaborate with service to ensure technicians are dispatched to work site as needed
• Assist customers with product returns and generate credit memo requests to finance as needed
• Initiate, investigate and resolve customer complaints
• Participate in quality and accounting audits as well as continuous improvement events as necessary
• Collaborate with service administration as backup in vacation time