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Customer Support Specialist II

Location: Mulberry
Posted on: March 17, 2023

Job Description:

Customer Support Specialist IIGIW Industries Inc. JOB TITLE: Customer Support Specialist II DEPARTMENT: Florida Service CenterREPORTS TO: Service Operations Manager LOCATION: Mulberry, FLSHIFT: 1st PURPOSE OF POSITION: Represent KSB SupremeServ by GIW Industries as the primary contact and support person for our growing Service business within the State of Florida. To provide all customers, both external and internal, a best in class, consistent, and professional customer service experience. Manage all phases of the customer order process including quote, order entry, order management, and delivery by using company-established tools & processes. Ensuring that the day-to-day duties are carried out efficiently to meet the demands of the Florida Service Center Customers. Conduct work activities in a professional manner that reflects positively on the image of the company and conforms to current Health and Safety legislation, upholding GIW Industries Inc. Health and Safety Policy. DUTIES AND RESPONSIBILITIES:Under general supervision: Execute all work in accordance with GIW Industries Inc. policies and procedures. Ensure all work is carried out in a clean and safe environment. Respond to inquiries by creating and submitting workshop and field service quotes and orders.Generate quote/order in SAP using correct customer accounts.Verify the following (to include, but not be limited to): product, pricing, delivery schedule, recommended parts, delivery method, terms, conditions, sales person assignment, commission assignment as applicable.For orders, confirm all items in B with the incoming Purchase Order.Process change orders as required.Ensure quote/order documentation is accurately processed, distributed and released to appropriate parties in a timely manner. Review and interpret service orders and JDS forms for product specifications such as scope and special instructions and requirements from the customer. Continual coordination and interaction during all stages with the customer, sales channel, external vendors, and all relevant GIW departments to ensure customers specifications and delivery requirements are met.Responsible for all jobs assigned from start to finish.Obtain and organize parts and material pricing for quoting.Generate purchase requisitions for the purchasing department for outside vendors for material and services as needed and required. To include expediting of outstanding parts as needed.Communicate and update reports on product availability status, inventory and customer status as well as any KPI reports as required.Work and communicate with mechanics and QC to verify any and all discrepancies during inspection are documented.Assist and train fellow employees with daily functions as and when required. Carry out all other tasks that may be assigned from time to time by management. EXPERIENCE:Minimum of 3 years' experience supporting customers and sales personnel in an Inside Customer Service/ Sales role. Preferred: Experience within a manufacturing, industrial, or service setting. Mechanical and technical aptitude and the ability to read and interpret drawings. Familiar with and understanding of pump components. EDUCATION AND SKILLS:Preferred: Two-year degree in a technical or mechanical field, or 5 years' experience in a custom manufacturing or service environment. Excellent verbal and written communication skills. Must be multi-task oriented, dependable, ethical, responsive, and able to manage stress and adapt to change within a fast-paced environment. Excellent organizational skills. Ability to work well in a team environment. Patience and proven problem-solving skills. The ability to manage service quotations and orders processes. The ability to participate on cross-functional teams. The ability to prioritize work based on urgency.Computer skills - ERP (SAP, Oracle, CRM, etc.) Microsoft (Outlook, Word, Excel, SharePoint) and AdobeUnderstanding of business flow in a service and/or manufacturing environment. Primary language required English. Bilingual candidates in Spanish or German encouraged PERFORMANCE EXPECTATIONS:Employee is expected to perform as follows: Develop and maintain excellent relationships with customers, sales team, and others to facilitate the SupremeServ by GIW Industries business model (GIW is a partner, not a supplier).Develop and maintain professional oral and written communication skills.Perform duties in a manner that exhibits transparency, accountability, courtesy, timeliness, initiative and professionalism.Maintain an organized, safe, healthy work environment.Maintain computer skills required for efficient and effective processing of quotes and orders and to provide process documentation/mapping as required.Ability to work overtime as needed based on business needs. PHYSICAL REQUIREMENTS:Depending upon the particular needs of the area/department, physical requirements may include, but are not limited to squatting, kneeling, sitting, and bending. GIW Industries, Inc. (A KSB Company) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. GIW Industries, Inc. (A KSB Company) makes hiring decisions based solely on qualifications, merit, and business needs at the time. PI203683023

Keywords: GIW INDUSTRIES, INC., Lakeland , Customer Support Specialist II, Other , Mulberry, Florida

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