Location: Sugarland, TX, USA
Date Posted: October 21 2020

Customer Service Representative

Job reference: LM-USBC-106R
Job position: Customer Service Representative
Job location: Sugarland, TX, USA

An exciting opportunity for a Customer Service Representative to join Servomex, the world leader in gas analysis. This full-time, permanent will provide customer service support within the region.  They will provide timely responses to sales, channel partners and end-users, exceeding customer expectations and differentiating Servomex in the marketplace.

The CSR will support the organisation through the creation of simple quotations, order entry, coordination of national and international shipments, payment collection, as required. The CSR will serve as a commercial “expert” ensuring Servomex policies are preserved throughout the sales and transaction process as well as have a capacity to understand basic technical aspects and basic applications where Servomex equipment is applied.

They will serve as the interface between Field Sales, Customers, Distributors and Production, to maximise customer satisfaction and position the organisation for additional opportunity.


Job description:

About the role:

  • Handle customer and channel partner telephone calls and emails, in a timely manner, providing excellent customer service and adhering to departmental operating procedures and recommending improvements where applicable.
  • Provide commercially compliant quotations to meet our customer’s requirements, advising on products, preparing price and delivery within approved guidelines, through collaboration with Sales and Inside Sales.
  • Serve as the commercial leader, specifically in the areas of payment terms, incoterms, terms & conditions of the sale and together with department manager, ensure transactions minimise risk according to Servomex policy.
  • Prioritize quotation efforts together with field sales, through established communications methods. Maximise conversion rate and ensure the territory is supported and customer needs addressed.
  • Process customer purchase orders, entering them into our SAP system after commercial review is completed. Provide customers with order confirmations and proforma invoices.
  • Verify and document taxable customers to ensure transactions are executed properly.
  • Update Salesforce.com (SFDC) to confirm SAP and SFDC are in sync and ensure the proper approvals have been requested, according to Servomex policy.
  • Proactively inform customers about production delays through established methods.
  • Collect payment in advance before shipment based on relevant payment term. Familiar with Bank Guarantee. Understand L/C processing procedure to arrange shipment correctly.
  • Provide commercial invoices and packing lists for customer approval of shipments and coordinate to ensure shipments are realized in a timely manner.
  • Document customer feedback/VOC related to products and departmental processes and support improvement initiatives through Customer Care Management System.
  • Maintain successful performance with departmental key performance indicators (KPI’s).
  • Responsible for filing departmental documents as required.
  • Participate in the support of marketing campaigns, including installed base management initiatives
  • Specific projects as required by Customer Support Manager or Head of Customer Support

 About You:

Essential Education, Skills and Experience:

  • Degree in business, finance, or technical discipline; Equivalent experience will be considered.
  • A proven track record in carrying out a customer service or sales support function within a technical environment demonstrating strong skills in customer advocacy.
  • Commercial mind with technical inclinations; ability to understand basic technical aspects of enquires and provide basic analyser support.
  • Multi-tasking – Able to constantly prioritize according to demand with the ability to adhere to standard work requirements.
  • Proficient in Microsoft Office, SAP and Salesforce.com experience.
  • Experience with contract review or participation with negotiating terms and conditions of sale is a plus.
  • Fluent in spoken and written English, Fluent in Spanish advantageous.

Desirable Education, Skills and Experience:

  • Lean Six Sigma experience (Green Belt) or equivalent preferred
  • Experience of working within a continuous improvement/Lean manufacturing environment

 Location: Sugarland, TX, USA

Job Type: Full-Time, Permanent

Work Schedule: Monday – Friday (Flexible start times)

Competitive Pay 

Benefits:

  • Discretionary Company Bonus
  • Health, Dental, Vision, Life & Long-term disability insurance available 1st of the month following employment.
  • 3 weeks of Paid time off
  • 11 paid holidays and 2 floating holidays
  • 401(k) with company match
  • Employee Wellbeing Programme
  • Staff Referral scheme
  • Long Service and Employee of the Quarter Awards
  • Opportunities for growth & development

Job reference: LM-USBC-106R

Servomex is a ‘Mindful Employer, developing and maintaining a working environment which promotes and supports both physical and mental wellbeing; encouraging flexibility and a healthy work-life balance.  We understand that our employees have a life both outside and inside of work, and we want to ensure that they are able to make the best of both.

About Us:

An acknowledged innovator in gas analysis technologies for more than 60 years, the company’s continual leading edge in R&D and manufacturing ensure the delivery of high-performance, cost-effective solutions through a portfolio of dependable products ranging from portable gas analysers to complex process solutions. The company operates at the forefront of the industry and works with leading multi-national companies spanning the hydrocarbon processing, industrial gas, power, semiconductor and healthcare markets. As a truly global organisation, product innovation, excellent levels of customer service and talented people are fundamental to our future success.


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