Customer Service Representative (Aftermarket Intermediate)

It's fun to work in a company where people truly BELIEVE in what they are doing!

Headquartered in Arvada, Colorado, Sundyne is a leading manufacturer of highly reliable and efficient centrifugal pumps and compressors for use in the oil and gas, petrochemical, chemical, power generation and water processing industries. The Sundyne product portfolio features innovative high-speed integrally geared, multistage and sealless technologies that meet API and ISO standards. With a global channel consisting of more than 300 sales and service locations, and a manufacturing network that employs over 1,000 people across 5 facilities, Sundyne provides high quality engineered fluid handling solutions to customers around the world. For additional information, visit www.sundyne.com.

***Shift hours: 7:30am-4pm or 7am-3:30pm or 7am-4pm or 8am-4:30pm or 8am-5pm***

Position Description

This position is responsible for customer satisfaction related to Aftermarket sales. Coordinates and communicates with other departments to achieve timely and accurate order processing and on-time material shipment to provide maximum customer satisfaction while adhering to already established company policy and procedures. Works directly and extensively with customers for order processing, pricing, and spares related inquiries and issues - while demonstrating excellent customer service skills.

Job Duties & Responsibilities

• Interface direct with customers, representatives, and distributors within the Sundyne infrastructure.

• Coordinates pre-sales activities with various departments such as Product Planners, Purchasing, Engineering, Field Service, Accounting, and Sales to ensure that Sundyne's commitments are met. This includes but is not limited to, advising orders status, expediting new and existing orders, preparing quotations and order acknowledgements, and support of the Internet Worldwide Sales (IWS) system.

• Review orders received through IWS for accuracy.

• Process configured assemblies (i.e. gearbox, high speed shaft assemblies, bearing boxes), motor and contractual spares orders in an accurate and timely mann:30pmer in accordance with customer requirements, company policies, procedures, and established time frames.

• Responsible for placing shipping orders, item master creation, obtaining costs and lead times for both manufactured and purchased parts, applying applicable discounts per contractual tier rating, with approval and input from direct management team.

• Responsible for discussing, in partnership with managers, pricing variances within the scope of supply in accordance with published pricing guidelines and applicable discounts. May also, with guidance, apply pricing for new items based on current pricing matrix and established procedures.

• Responsible for accurate maintenance of each assigned product's permanent serial number records, including field modifications, product upgrades, and conversions.

• Knowledgeable of all resources available within Sundyne to respond to customer's requirements and/or concerns with timely decision making and problem solving.

• Administers return authorization in a timely manner and in accordance with company policy for exchange gearboxes and high-speed shaft assemblies. Issue credit adjustments for pricing discrepancies, expedite fees, freight charges, etc., as required within financial guidelines and with the approval of management.

• Is required to intermittently be "On call" during weekends and holidays in order to provide emergency service to assist customers with emergencies, pump down situations, and other issues.

• Develop and communicate recommendations for changes concerning system improvements, pricing, and procedure.

• Performs special assignments and related duties to improve customer service as business dictates.

• Communicate issues to management or other appropriate internal experts for resolution.

• Interacts with customers and projects a positive and professional image of Sundyne during high stress situations.

Skills & Abilities

• Driven to provide outstanding customer service.

• Delivers solutions with a sense of urgency.

• Acts quickly to resolve issues.

• Communicate clearly and frequently with customers.

• Working knowledge of Office365, JD Edwards (or other ERP systems), and Customer Relationship Management software (e.g., MS Dynamics or Salesforce).

• Basic knowledge/ability to read engineering drawings.

• Ability to use all tools and systems available as needed to find solutions.

• Attention to detail, strong problem-solving skills, outstanding oral and written communication skills, and the ability to multitask are essential for success in this position.

Qualifications

• High school diploma or G.E.D. required - associate degree or higher preferable.

• 3-7 years of experience in a related, customer facing role.

• Required to intermittently be "on call" during weekends and holidays in order to provide emergency service to assist customers with emergencies, pump down situations, and other issues.

Physical requirements

• Ability to lift 15 pounds.

• Indoor environment. Sitting, standing, and walking are common.

• Reading, listening, and talking are common.

#LI-On-Site

If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Compensation Details

Additional Compensation

Application Deadline: