Customer Service Representative (NAMN012455)

Location: York, PA
Date Posted: 11-24-2014
This position acts as the in house liaison with the customer.  The CSR 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.
 
 
JOB DUTIES AND RESPONSIBILITIES
  • Demonstrates dependability and punctuality
  • Observes safety regulations and exhibits a concern for safety.
  • Shows commitment to quality ethics and focuses on meeting the needs and expectation of both the internal and external customers
  • 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.
 
 
RELATIONSHIPS
 
  • Reports directly to General Manager of Grinding ETO.
  • Works with product line support functions.
  • Works with sales team.
 
INTERNAL AND EXTERNAL INTERFACES
 
  • Metso management
  • Product line support team
  • Global and Local sales teams
  • Customers
  • Key suppliers
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POSITION SPECIFICATION
 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, competency and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
QUALIFICATIONS & EXPERIENCE
 
  • Associates degree preferred or equivalent work experience
  • Minimum 2 years 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.
 
 
OTHER KEY SKILLS / KNOWLEDGE
 
  • Familiarity with the broad range of mining equipment / products
  • Organizational and planning skills
  • Internal & external marketing techniques 
  • People skills including the ability to communicate with customers effectively
  • Listening to and understanding customers requirements
  • High sense of urgency and the ability to develop action plans and meet deadlines
  • Understanding of sales processes


WE OFFER:
We offer a competitive benefits package and challenging work opportunities.
ADDITIONAL INFORMATION:
Metso is an equal opportunity employer. No agencies.
Please attach your resume for consideration to this position.
 
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