Customer Service Representative

Position Summary:

Responsible for providing support to all customers and Bettcher global sales managers for transactional processing, shipping needs and issue resolution.

Responsibilities:

• Answer customer calls and provide service and support regarding any transactions, including but not limited to quotes, orders, returns, shipments and basic product questions
• Receive and enter email, phone or fax orders from customers and sales team
• Develop and possess ability to independently support end to end transactional and inquiry requests for Bettcher’s full product offering, including, but not limited to Food Processing and Food Service equipment and parts and 3rd party product offerings
• Call customers when necessary to advise of shipment delays and/or information necessary to process purchase orders and make necessary order changes
• Initiate orders for equipment, replacement parts and/or correcting errors
• Solicit sale of new or additional services
• Resolve customer issues in a professional manner to continue to make Bettcher a customer’s most valued supplier
• Obtain customer feedback information
• Initiate and coordinate paperwork and required documents for processing international shipments when applicable
• Support Bettcher global sales managers to facilitate effective communication between the customer/distributor regarding orders, estimates and inquiries
• Process order returns, credits and warranty claims
• Expedite orders with the factory when necessary
• Provide shipping (tracking) information
• Provide information on product pricing, product availability and lead times
• Promotes a positive working environment that encourages teamwork to achieve excellence in customer service
• Demonstrate a positive image and support implementation and execution of change
• Exhibit a willingness to take on new responsibilities as requested or required
• Other duties as assigned.

Requirements:

• High school diploma or equivalent
• Customer service experience (minimum 3 years)
• Strong PC & MS Office skills
• Proficiency in using data bases for order entry
• Excellent written and verbal communication skills
• Positive attitude and self-motivated.
• Export compliance and / or international shipping experience a plus

Preferred Requirements:

• Bi-lingual (e.g. English, Spanish, German, Polish, Italian)
• CRM experience
• Bachelor’s degree in business, communications

Values:

• Live Our Core Values:
• Authenticity – To act with trust, respect, integrity, and shared risk,
• Courage – To seek ownership and think big, embrace change, make bold decisions,
• Creativity – To apply our individual skills to make a difference and be accountable,
• Drive for results – Deliver on our commitments

Lead through Our Business System:

• 80/20 Thinking – prioritization, simplification, and continuous improvement,
• Business Planning – enable “full potential” in the business,
• Empowerment – maximize the contribution of our “most valuable asset”,
• Paced, Disciplined Execution – accelerate and deliver “value” for our investors