Customer Service Rep ELSCO

Hamilton Associates, a diverse, growth-oriented, Lean-driven, ISO-Certified manufacturing company is currently seeking an experienced Customer Service Representative to join our team. For additional information about our Company and each of our divisions and our product lines, please visit our websites at www.hamiltonassoc.com, www.elscoguides.com, www.atitest.com, and www.dirtkiller.com.

Elevator Safety Company (ELSCO), a division of Hamilton Associates, Inc., is the leading designer and manufacturer of roller guides and swivel sliding guide shoes used by elevator manufacturers and building contractors worldwide. As a result of our 60+ years of success and continuing growth within our industry, ELSCO is recognized as a leader in providing superior, consistent and responsive customer service. To further solidify and strengthen this part of ELSCO's brand promise, the Company is building an organizational culture of teamwork, engagement, learning, and continuous improvement/ innovation.

POSITION OVERVIEW

This is a multi-faceted position in a dynamic environment. With a focus on customer satisfaction, this individual will be expected to process customer orders, respond in a timely fashion to diverse customer inquiries by phone and email, and interact efficiently with internal departments to find information and solutions.

ELSCO provides superior, consistent, and responsive customer service. To further solidify and strengthen this part of ELSCO's brand promise, the company is building an organizational culture of teamwork, engagement, learning, and continuous improvement / innovation.

Responsibilities include, but are not limited to:

• Deal directly with ELSCO customers by phone and email. Establish a professional and friendly rapport with ELSCO's customer base.
• Promptly respond to inquiries. Provide pricing and delivery information. Set up new customer accounts.
• Personally respond to customer requests. Communicate and coordinate with other internal departments as needed to respond to customers in a timely manner.
• Record details of customer complaints. Engage designated internal resources. Ensure that complaints are adequately addressed from customer service perspective. Escalate as needed. Process material returns.
• Capture and record all relevant customer information and customer interactions in a Customer Relationship Management (CRM) program.
• Follow up on customer interactions.
• Process basic requests for product recommendations.
• Ensure that technical requests and technical inquiries are promptly routed to Sales.
• Capitalize on, or create opportunities to gather voice of customer (VOC), record and share any notable VOC.
• Proactively identify, communicate, and support sales opportunities when interacting with customers.
• Support Sales and Marketing in conducting or coordinating periodic sales and marketing campaigns.
• Support Sales as needed on larger projects and proposals.
• Process purchase orders from customers in ELSCO's ERP system in accordance with established procedures, and at times also in customers' proprietary order processing systems.
• Coordinate credit requests and the release of credit holds with corporate Finance and escalate as needed.
• Provide overall administrative support to ELSCO, with primary emphasis on Sales and Customer Service.
• Performs other duties as assigned.

JOB QUALIFICIATIONS & REQUIREMENTS

Minimum Background and Skills Required:

• H.S. Diploma or equivalent.
• Min. 5 years of customer service experience from B2B manufacturing environment.
• Proficient in MS Office (Word, Excel, and Outlook).
• Experience using an ERP business system and a CRM platform required.
• Strong aptitude to understand and convey technical issues.
• Excellent interpersonal skills, with a passion for helping people and a friendly attitude and demeanor.
• Excellent written and verbal communications skills, as well as listening skills.
• Detail-oriented with strong organizational and time management skills.
• Ability to multi-task and work effectively in a dynamic, at times high pressure, environment to meet demanding customer needs.
• Strong sense of self-motivation with a goal-oriented approach to work.
• Desire to continually learn and improve.
• Stress-tolerant. Ability to deal with difficult situations while maintaining performance and a positive attitude.

Additional Background and Skills Preferred:

• College-level course work; A.A. or B.S. Degree.
• Understanding of basic international shipping and export procedures a bonus.
• Experience with international customer service and communication, including multi-cultural issues.
• Experience with customer service related to mechanical products very helpful.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• Mostly Sedentary Work
• Uses repetitive hand and wrist motion to process customer requests on the computer up to 90% of the time
• Listens and speaks to external and internal customers as well as vendors up to 75% of the time

COMPENSATION & BENEFITS

We offer an attractive compensation package in addition to a comprehensive benefits program including health insurance, 401(k) plan with matching and profit sharing, generous paid time off (PTO) policy, life & disability coverage, plus much more!

CONTACT US

If you are a driven, results-oriented individual seeking an opportunity to play a key role in the continuing growth of a reputable organization, please forward your resume, in WORD or PDF format, along with your salary history/requirements, to us for immediate consideration.

Hamilton Associates, Inc. is an Equal Employment Opportunity (EEO) employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.