Global Service Representative

Location: York, PA
Date Posted: 03-02-2018
Job Description
This position acts as the in house liaison with the customer.  The GSR is responsible to perform all necessary functions to ensure customer satisfaction.  Primary activities include evaluation of customer inquiries and compatibility with Metso parts and services, coordination of an appropriate quotation considering price/margin/delivery, proposal follow up, support of outside sales efforts, sales order entry, order coordination, and handling of low dollar value orders through completion.
  • Provide excellent response to end users and sales managers when taking purchase orders and answering requests for pricing, delivery, product and technical information.
  • Process customer inquiries, proposals, and enter orders accurately and in a timely manner.
  • Prepare customer quotations based on application, specifications, costs, and pricing guidelines.
  • Accumulates costs of parts via computer system history, inquiries to purchasing and/or production estimating department and estimating costs based on experience with similar/same type of parts.
  • Evaluates vendor quotes and shop cost estimates.
  • Establish selling prices of parts based on previous history, evaluation of customer, evaluation of the market, and company objective margin.
  • Responsible to expedite all activities on proposals through daily communication with Purchasing, Engineering, Production, Shipping and Accounting in order to meet the customer’s requirements.
  • Administers order entry of customer purchase order and provides required back up information to all other departments involved in the order execution.
  • Establish and maintain a good company image within territory by providing exceptional customer service, a professional attitude and up-to-date product knowledge.
  • Participate in establishment of pricing strategies and customer negotiations.
  • Resolve order related problems, discrepancies, and customer-related issues working with sales and product support teams.
  • Demonstrate cooperative team effort within the solutions group and the team.
  • Position requires excellent customer relation skills, ability to work within a team environment, mechanical aptitude, and the ability to work in a very fast paced environment.
  • Improve efficiency of on-time delivery.
  • Travel (both domestic and international) may be required as needed.
  • Perform other duties and/or other special projects as required.
  • Associates degree preferred or equivalent work experience
  • Minimum 2 years of experience in Customer Service with end users
  • Five years plus experience in mining and construction industry
  • Mechanical aptitude – ability to read and understand drawings.
  • Must have ability to make reliable decisions during pressure situations.
  • Knowledge of typical business transactions including costing, pricing, profit calculation, quote preparation, and application of terms and conditions and payment terms.
  • Familiarity with Inco terms and import/export documentation is a plus.
  • SAP experience a plus.
  • Strong Customer service-customer satisfaction capabilities.
  • Be willing to actively engage in problem solving opportunities.
  • A high level of computer skills is essential – Excel, Word and knowledge of Lotus Notes applications (specifically Lotus Notes e-mail application)
  • Highly motivated individual with the ability to work under pressure and meet deadlines.
  • Strong communication skills, plus co-operation, interpersonal and presentation skills to manage internal and external interfaces.
  • High sense of urgency.
  • Be able to read and interpret engineering drawings and possess a strong mechanical aptitude.
  • Must be capable of effectively and accurately working on several projects at one time, and organizing, prioritizing tasks and working in a fast paced environment.
  • Skills need to include building and managing internal relationships, negotiation skills and understanding of customer needs and market requirements.
  • While performing the duties of this job, the employee is regularly required to sit; use hands and fingers; reach with hands and arms; and talk or hear. 
  • The employee is occasionally required to stand, walk, and climb or balance. 
  • The employee must occasionally lift and/or move up to 30 pounds. 
  • Ability to travel overnight +/-10% or more, frequently on short notice.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • Use of keyboards, telephones, copiers, telefax, visits and movement through job sites, factories/shops, and travel experiences. 
  • Climbing of stairs, ladders, scaffolds at jobsites and customer facilities.
  • Must be able to effectively communicate verbally.
We Offer
  • Friendly, respectful environment
  • Challenging opportunities that contribute to the development and enhancement of Metso’s industry leading solutions
  • Opportunity to work in a global community
  • Pride in working for an industry leader in mining, aggregates, recycling and oil and gas (one of the top employers in Finland!)
  • Competitive healthcare options, 401K matching, flexible work schedules, tuition reimbursement, and much more!
Watch this video to learn more about Metso:
Additional information
YORK, PA facts
  • 70 minutes north of Baltimore, 2 hours southwest of Philadelphia, 45 minutes south of Hershey, PA, 1.5 hours north of Washington, DC and 45 minutes east of Gettysburg
  • Large industrial base of companies and is a key location for distribution centers that service the northeast
  • Known as the Snack Food Capital of the World
  • Population of 60,000 people with a thriving artist community
  • Strong school system and nice place to raise a family
At Metso, our values - driving customer success, seeking innovation, performing together and respecting each other - guide us in how we conduct business and how we work together.   As a multi-national company Metso values and thrives on diversity.  We are an equal opportunity employer.  All employment decisions are made on the basis of qualifications, merit and business need.  If you need assistance or an accommodation due to a disability please let us know.
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