Customer Service Specialist

Company Description:

For over 75 years, Puffer-Sweiven has set the standard in equipment and services for process control, automation, safety, and reliability. We help process-intensive facilities run more efficiently and safely by delivering quality products, technical support, and knowledgeable staff to implement the needed process solutions — with the goal of exceeding customer expectations. Our dedication brings the most advanced products and services to our customers throughout the Central and Gulf Coast regions of Texas.

Specialties:

As an Emerson Impact Partner, we offer a broad base of superior solutions including the top product lines for a given application. Our specialties at Puffer-Sweiven include:

• Process Control & Safety Systems
• Control Valves & Regulators
• Isolation Valves & Actuation
• Oil & Gas Automation
• Reliability Solutions & Services
• Pressure Management
• Specialty Pumps & Rotating Equipment
• Instrumentation
• Maintenance & Repair Services

Duties and Responsibilities:

• Interfaces with customers by phone, email and fax to address customer concerns and questions. Involves sales as appropriate to address customer issues.
• Transfer quotations into business system and enter on appropriate manufacturing / assembly facility.
• Ensure timely delivery of product documentation and shipment of backlog.
• Monitor shipment schedules, provides schedule updates to customer and schedules customer inspections.
• Ensure all order related documentation is submitted in a timely manner using established procedures.
• With direction from Inside Sales, responsible for entering change orders.
• Assist Inside Sales with invoicing and associated documentation.
• Responsible for reviewing and monitoring commission reconciliation.
• Assist Sales Team with copying, filing, typing, collections and general administration activities.
• Responsible for providing suggestions to improve work process, including reduction in non-conformance, increased efficiency, profitability, hit-rate and customer satisfaction.
• Perform related duties as required.
• Develop and maintain awareness of all products and services provided by Puffer-Sweiven.

QUALIFICATIONS:

Education/Knowledge:

• High School education required with some college business course work preferred.
• Knowledge of office administrative procedures, standard office equipment and the sales order process.

Experience/Skills:

• 1-3 years administrative experience or equivalent education and training. Company Sales Order system or comparable experience preferred.
• Direct experience in a sales and or customer service oriented work environment preferred.

COMPETENCIES:

• Good interpersonal skills – develops and maintains rapport and trust with both internal and external customers, demonstrates approachability.
• Good verbal communication skills – communicates verbally in a manner appropriate for business, engages in active listening and acknowledging skills, as well as questioning and discovery skills.
• Good writing skills – writes in a manner appropriate for business and messages information coherently.
• Good organizational skills - prioritizes and efficiently completes competing tasks, pays attention to detail, verifies information as appropriate and detects and corrects errors.
• Good problem solving skills - ability to identify problems, implement appropriate solutions and recognize when assistance is needed.
• Good teamwork – identifies with the team and it’s goals and contributes to the groups effectiveness.
• Good customer service skills – provides prompt and personalized assistance to customers and manages customer expectations relative to deliverables and timeframes.
• Good computer skills – efficiently uses various computer software applications, including MS Office, to perform tasks.
• Exhibits professionalism – projects a professional image of oneself and the organization and demonstrates a positive attitude towards work and the Company.