Customer Service Representative

Position: Customer Service Representative
Location: Dodge City, KS
Brand: JCI
Segment: Rotating Equipment Group

JCI Industries is the leading regional provider of electrical and mechanical solutions for industrial and municipal water and wastewater markets. With five sales, pump & motor repair and field service locations, JCI Industries provides pumps, motors, controls, field service and remanufacturing to commercial, industrial and environmental customers throughout the Midwest.

The Rotating Equipment Group is currently comprised of 16 companies spread throughout the United States and still growing! Our aim is to be the primary source for rotating equipment and process equipment solutions in the industrial and municipal markets. The REG group prides itself on providing a complete solution for the ever-expanding pump and motor industry.

The REG group represents some of the most reputable brand names in the fluid handling, pump distribution, water/wastewater treatment and fabrication industry. Our unparalleled service capabilities, whether in-house or field service, provide each customer with the problem solving and product knowledge to stand by our claim: we service what we sell.

Just as there are multiple components for an effectively running pump, it takes a team working together to be a success. A diverse range of talent resides in the rotating equipment group, including engineers, inside and outside sales personnel, machinists, winders, pump and motor repair technicians, field service technicians, electricians, welders, millwrights, and more. Do you want to be part of a team in an industry that keeps America running? Join us today!

Job Description:
The primary objective is to provide unmatched customer experiences and demonstrate JCI's Winning Behaviors that influence a positive culture, safety first attitude, relationship building, and impacts revenue growth and profitability. The Customer Service Representative (CSR) provides support to the branch office, outside sales and service teams in office administration, inside sales and customer service. The CSR works with the service team to develop work scopes, obtain parts pricing and lead times and develop customer quotations for pump and motor repairs as well as field service jobs. Duties will also include supporting/assisting branch personnel in meeting internal and external customer requirements and doing so in an effective and efficient manner.

ESSENTIAL DUTIES AND OTHER RESPONSIBILITIES:

CSR duties include, but not limited to:

• Answer phones and emails in a timely manner that creates a positive JCI brand image and provides excellent customer service

• Prioritize incoming requests and parts orders as needed

• Process all paperwork required by the customers and local vendors in an accurate and timely fashion to ensure deadlines are met

• Proficient use of various communication tools - telephone, voicemail, computer (Microsoft Office 365, Outlook, Word, Excel, Selltis, P-21, email, internet, and fax)

• Correspond with external customers, vendors, and internal customers in a professional and expeditious manner

• Update and maintain Customer Relationship Management (CRM) database to ensure information is current and accurate

• Organize and maintain project files through the selling process

• Assist in quote, order, and delivery status processes for internal and external customers

• Handle invoicing, receivables, and parts ordering

• Liaison between the branch and other JCI locations

• Timecard entry and review for payroll purposes, along with ADP/time clock maintenance

• Maintain strong product knowledge to adequately service customers

• Organize required data and job folders for quote preparation

• Collaborate with outside sales team to understand customer requirements and provide sales support

• Work directly with Service Manager to provide quick and accurate repair quotations

• Coordinate with purchasing and vendors to obtain and maintain information for ongoing repair projects

KNOWLEDGE/SKILLS/ABILITIES:

• Excellent customer service skills

• Strong organizational and time management skills

• Proficient computer skills with PCs and related software, such as MS Office products and internet-based programs

• Effective communication skills, written and verbal

• Strong analytical and decision-making skills

• Efficient at multi-tasking and working in a team environment

• Ability to identify and resolve problems in a professional, constructive, and timely manner

• Exhibits professional and pleasant interaction with customers, vendors, and co-workers

• Knowledge of billing and accounting procedures

REQUIREMENTS:

• High School or equivalent

• Office experience with a preference of repair shop knowledge

PHYSICAL DEMANDS/ENVIRONMENT:

• Walk, must be able to move about inside the office, shop and occasionally on a customer/project site

• Must be able to work at a stationary desk that can require sitting or standing

• Operate and read from a computer or laptop monitor for several hours including fonts of various sizes from a variety of sources

• Able to hear sounds and designate differences between them, and talk via phone and electronic devices in the workplace

• Must be able to drive a car and/or truck and be able to travel via plane as needed

At OTC Industrial Technologies, we believe that our employees are our greatest strength. Through investment in our people and growth from within, we believe in providing you with a wide variety of opportunities to accelerate your career potential as you help us drive change to move our business forward.

For over 60 years, employing and developing the best-in-class talent has been at the forefront of our success. By coupling our teams' hands-on experience with a wide range of products from top vendors, we provide customers with the best quality products and technical application expertise and services at the lowest possible costs.

Working with OTC Industrial Technologies is perfect for purpose-driven individuals who are motivated to be part of an exciting transformational company.

Perks of Working with OTC Industrial Technologies:
As part of the OTC family, you'll enjoy competitive compensation and a comprehensive benefits package that includes medical, dental, and vision care coverage and a 401(k) savings plan. Additionally, we offer paid time off, short- and long-term disability coverage, life insurance, tuition assistance, and an Employee Assistance Program. You'll also experience exciting opportunities for professional and personal growth and recognition.