Customer Service Representative

Description

Customer Service Representative

Maple Systems is a global manufacturer and distributor of operator interface products including Industrial PCs, HMIs, HMI PLCs, PLCs, and OITs. A quality-driven leader in the industrial operator interface marketplace, we have specialized in the design, manufacture, and support of innovative human machine interfaces since 1983.

We have an immediate opening for a Customer Service Representative.

Why Join Our Team?

We believe in taking care of our employees, and it shows. Here’s what you can expect when you join us:
 

Comprehensive Healthcare Coverage: 100% employer-paid medical, dental, and vision insurance for employees.

Employee Ownership: Be a part of something bigger as an employee-owner in our company.

Retirement Savings: 401(k) plan with a company match to help you plan for your future.

Paid Time Off: Paid sick leave and vacation that begins accruing immediately, giving you the work-life balance you deserve.
 

Join a team that values your well-being, invests in your future, and celebrates shared success.

The primary purpose of this position is to provide support to our Sales Team to increase sales. As part of the Sales department, this position will provide a variety of administrative and sales support functions. Our ideal candidate will need to be a self-starter, have a positive attitude, a willingness to learn, be flexible, engaged, and willing and able to tackle and handle a variety of responsibilities. We are looking for a team member who will consistently demonstrate a professional attitude and a solid work ethic!

Order Desk:

• Answer emails and questions regarding customer’s purchase order, resolve discrepancies as needed (i.e., quotes, pricing, missing data, etc.).
• Provide inventory availability and pricing.
• Receive and process purchase orders and online orders; work to resolve “pending approval” discrepancies.
• Provide order confirmations, tracking numbers to customers.
• Handle and monitor blanket orders, back-orders, etc.
• Work with Manufacturing to determine ship dates and availability on product.
• Act as a liaison between Accounting and Sales (i.e., credit terms, tax exempt, resell certs., credit hold, etc.)

Sales Support:

• Answer incoming calls and provide accurate information or transfer calls to appropriate departments as needed. Log call information as required.
• Answer emails and provide accurate information (may include how to place a new order, updates on existing orders, repairs, starting a technical support case, price/availability, etc.). Log email information as required.
• Maintain strong customer service to ensure best service possible when helping customers.
• Act as a liaison between our customers and our sales and/or technical support departments.
• Develop and maintain knowledge about industrial automation and Maple Systems’ products.
• Investigate and solve complex customer issues.

Additional Responsibilities

• Maintain info@, maple@ inboxes. 
• Keep sales supply/copy room stocked.
• Perform other duties as assigned.
• Filing as needed.
• Check/restock supplies in the breakroom and supply cabinet (manufacturing).

Lead Generation/Qualifying Responsibilities:

• Create leads/customers in the CRM through inbound calls and emails. Add relevant information to lead/customer records, assign follow-up calls to sales team as needed.   
• Review auto-imported leads from the website into the database. Add relevant information to lead/customer records, assign follow-up calls to sales team as needed.   
• Update company lead/customer record in the database as needed. May require researching online sites for additional information (ex. LinkedIn, Dunn & Brad Street, Manta, etc.)

Repairs/Returns:

• Issue RMA’s and coordinate the repairs process between Maple and the customer.

Salary : $20 - $23