Customer Service Rep III

Summary:

Attracts potential customers by answering product and service questions, suggesting information about other products and services. Opens and maintains customer accounts by recording account information. Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution. May maintain financial accounts by processing customer adjustments. May recommend potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Must be quality focused, problem solver, documentation skills, telephone skills, able to resolve conflict and analyze information. Must be a good multi-tasker.

Job Duties/Responsibilities

• Processing orders.
• Taking calls for customers, liaising with main distribution center for lead times, summiting quotations and entering orders into ERP (Navision).
• Working with other inside/outside sales team members to ensure communication.
• Generate reports as needed and take part in departmental meetings.
• Handle customer inquiries and complaints via phone or email
• Provide information about the products and services
• Troubleshoot and resolve product issues and concerns
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and service
• Rely on instructions and pre-established guidelines & processes to perform the functions of the job.

• Open and maintain customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintain financial accounts by processing customer adjustments.
• Prepare product or service reports by collecting and analyzing customer information.
• Contribute to team effort by accomplishing related results as needed.
• Manage large amounts of incoming calls and email communications. 

• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Use telephone/email to reach out to customers and verify account information.
• Assist with placement of orders, refunds, or exchanges.
• Record customer information, such as billing addresses, all shipping addresses, AP contacts, and phone numbers to be entered into the request system.
• Able to gather and communicate availability & lead times to customers in a timely manner.
• Maintain date management on all orders for accurate reporting.
• Professionally function as the company gatekeeper.
• Quickly alert the sales reps of any customer reports of operating issues or malfunctions with products, to ensure the proper support is provided.
• Collaborate with customer service manager to ensure proper customer service is delivered and processes are followed.
• Able to update and maintain order reports and backlog dates.
• Communicate order updates to sales reps and customers in a timely manner.

• Other duties as assigned.

Skills/Knowledge

• Working knowledge of customer service techniques in an industrial setting.
• Knowledge of commonly used concepts, practices, and procedures within a Customer Service role.
• Good teamwork skills.

• Substantial customer support experience.

• Excellent phone contact handling skills and active listening.
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to diverse types of personalities in a constant professional manner.
• Excellent communication and presentation skills
• Ability to multitask, prioritize and manage time effectively.
• Good communication and presentation skills.
• Ability to multitask, prioritize and manage time effectively.

• Familiar with order entry software and processes.

 Education

• High School Diploma or equivalent.

Experience

• 5-7 years of experience.
• Industry background preferred.

About FET
FET (Forum Energy Technologies, Inc.) is a global company, serving the crude oil, natural gas, and renewable energy industries. FET is headquartered in Houston, TX with quality manufacturing, efficient distribution, and service facilities conveniently located to support the major energy-producing regions of the world. Forum’s products and services range from the underwater reservoir to the refinery, from the sea floor to the above ground transportation line. We pride ourselves on giving you a comprehensive offering of solutions to maximize your operations and improve your bottom line. Our customers are our partners and we work with them to solve their ever-changing challenges.

FET is an Equal Opportunity Employer. FET does not discriminate on the basis of race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected under federal, state, or local law. All employment decisions and practices at FET are subject to the foregoing non-discrimination provisions and are based solely on merit, competence, performance, and business needs at the time.