Customer Service Representative

How brave are you? We are a high-tech company providing machine tools and laser technology, and are looking for people who can face new challenges with a fresh mind. As an independent family company, we offer you the freedom and trust to put your brave ideas into practice. With you on board, we would like to power ahead with the digital networking of the manufacturing industry. Our passion and creative drive ensure that we are an innovative force – across the globe at over 80 TRUMPF locations. The Customer Service Representative (CSR) is responsible for providing excellent customer service to all internal and external customers by communicating effectively with customers and the team members within the Service and Spare Parts Departments. The CSR is responsible for answering incoming calls and emails from internal and external customers. The candidate is also responsible for creating cases and processing orders and quotes. Provided the requirements are met there is an opportunity to work remotely from a home office, up to three days per week. Principle Duties & Responsibilities Maintain a high level of professionalism with clients and work to establish a positive rapport with internal and external customers Process a high volume of incoming calls Identify and assess customers’ needs in order to achieve high customer satisfaction Provide accurate, valid and complete information to our customers by utilizing the proper tools / methods Enter quotes and orders in an accurate, prompt and professional manner Review customer purchase orders for accuracy and request updated purchase orders when needed Create cases using information provided by the customer in an accurate, prompt and professional manner Utilize tools to process internal and external customer requests in a timely manner to achieve high customer satisfaction Use internal documents to request additional information when needed to complete customer requests Follow communication procedures, guidelines and policies Ability to maintain an organized work environment and switch between multiple screens without making errors Become familiar with department KPIs and work toward achieving the teams’ targets The Call Center is open from 7:00 a.m. to 7:00 p.m. Hours are based on volume and capacity; they are subject to change based on the needs of the business. Availability to work weekends, nights and some holidays is required. Experience Previous customer service experience is mandatory. The candidate must have experience with handling a large volume of incoming calls and must be able to communicate patiently and diplomatically. Good organizational skills and the ability to successfully multi-task is required. Knowledge of Microsoft Office, SAP or other CRM systems is necessary. TRUMPF is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, veteran status, or other protected class. TRUMPF Inc. endeavors to make TRUMPF careers pages accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance in completing the applications process, please contact our HR department at 860.255.6000 or at HRgeneral@us.trumpf.com. This contact information is for accommodation requests only and can not be used to inquire about the status of application. "Trusting in brave ideas" – That is our commitment to our 16.500 employees worldwide. The basis for this comes from the fact that we are a family company, which to us is not only a description of our company type, but also guides all our thinking and actions. We make long-term decisions and can therefore provide our employees with the confidence and stability necessary to bring even bold ideas to full development. As a market and technology leader in machine tools, laser technology and electronics, we are driving the digital networking of the manufacturing industry through consultation, platform products, and software products. With more than 80 subsidiaries, the TRUMPF Group is represented in almost all European countries, in North and South America as well as in Asia.