Parts Customer Support

IWK is a market leading, global supplier of tube filling machines, cartoning machines and integrated lines to the Pharmaceutical, Oral care and Cosmetic Industries. Our headquarters and primary manufacturing center is located in Stutensee Germany, with a second manufacturing center in Bangkok, Thailand and a North American Sales and Service division located in Parsippany, NJ.

The Parts Customer Support Specialist works as a member of the spare parts/sales team. This individual will develop and foster relationships with customers, create quotations, process orders, invoices, and communicate order status to the customer and associated departments. The CSS must always remain attentive to customer needs. The position reports to the Parts & Logistics Manager.

ESSENTIAL JOB DUTIES:

• Manage incoming customer requests for all IWK equipment, including parts clarification and request routing to the proper personnel
• Responds to customer inquiries in a timely and professional manner (email, phone, customer portal, etc.)
• Efficiently creates & communicates quotations in a timely manner
• Efficiently processes orders & invoices (within CRM/ERP & online via customer portals) as well returns/warranties
• Gathers customer information for submission into online systems and initial customer account set up
• Assist the parts warehouse and/or IWK factories with supporting orders, deliveries
• Communicates with customers status changes for their orders that may impact expected and requested delivery dates as necessary
• Works with other departments (field service, accounting, sales, etc.)
• Support department to achieve specified departmental sales targets
• Assist with the collection of outstanding invoices as assigned
• Other department and company tasks as assigned
  
  

JOB REQUIREMENTS/QUALIFICATIONS:

• 3-5 years in a customer support role (preferably business to business) in performing order processing and inside sales to manufacturing customers
• Computer literacy including knowledge of ERP systems, CRM, MS Office, and ability to learn new software as required
• Fundamental understanding of international currencies and exchange rates as they relate to sales transactions
• Strong customer relationship skills
• Ability to multitask, prioritize, and make timely efficient decisions with little or no supervision
• Must have high ethical standards, operate well in a fast-paced environment and be hard working
  
  

Take your place among the best in the business, and grow your career with IWK Packaging. Join an environment where a passion for innovation combines with an uncompromised commitment to quality. Join the Winning Team at IWK Packaging, an ATS Automation company, a great place to automate your future!