What are the responsibilities and job description for the Customer Service Representative position at Hunter Foundry Machinery?
Position - Customer Service Representative
Location - Schaumburg, IL
Hunter Foundry Machinery Corporation seeking a Parts Support Customer Service Representative to add to our team in Schaumburg, IL. He/she will support our customers with replacement parts and support.
Requirements:
• Ensure the timeliness and accuracy of customer service responses via email and by telephone.
• Order entry, quotation preparation, expediting open orders (backorder monitoring using positive interpersonal skills}, coordinating with our production team regarding order status and report back to customer. Generating parts return paperwork in ERP system (Workwise)
• Provide material availability utilizing various company databases including drawings, exploded bill of materials (when customer needs assistance determining component part numbers). Execute tasks in an organized manner, consistently following daily processes and schedules; maintain a proactive approach focused on preventing issues and ensuring customer satisfaction. At times this is a fast paced environment and must be able to multitask.
• Develops and maintains strong customer relationships through effective account management
• Prepares international shipping documents ie: USMCA, certificate of origin, shipper letter of instructions (SLI}. Assist customers with shipping requirements, prepare bill of ladings.
• Identify, research and resolve customer issues
• Familiar with Outlook to send quotations and order acknowledgements All applicants must possess a high school diploma or GED, good computer skills, excellent attention to detail skills.
- Ensure timely and accurate responses to customer inquiries via email and phone, providing a professional and customer-friendly experience at all times.
- Enter sales orders, prepare quotations, follow up on open orders, monitor backorders, and communicate order status effectively using strong interpersonal and customer service skills.
- Collaborate closely with production and shipping teams to provide accurate lead times and proactive updates to customers.
- Generate parts return authorizations and related paperwork within the ERP system (Workwise), ensuring accuracy and proper documentation.
- Utilize company databases, drawings, and exploded bill of materials (BOM) to assist customers in identifying correct part numbers and material availability.
- Execute daily tasks in an organized, detail-oriented manner, ensuring consistency and accuracy while maintaining flexibility to multitask in a fast-paced environment.
- Build and maintain strong customer relationships through effective communication, follow-up, and proactive problem-solving.
- Prepare necessary documentation for international shipments, including USMCA certificates, Certificates of Origin, and Shipper Letters of Instruction (SLI). Assist customers with shipping requirements and generate Bills of Lading.
- Identify, research, and resolve customer issues, escalating as necessary to ensure complete customer satisfaction.
- Proficient in Microsoft Outlook for sending quotations, order acknowledgments, and customer correspondence.
- Comfortable working with ERP systems (Workwise or similar), CRM tools, and other internal databases.
- Strong computer skills with the ability to quickly learn and navigate multiple systems and platforms.
- Customer-focused mind-set with excellent verbal and written communication skills, problem-solving ability, and attention to detail.
