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Position: Customer Service Rep/Sales Support II

ABOUT THE COMPANY:

Specialized Fabrication Equipment (S.F.E.) Group (http://www.sfe-brands.com/) was founded in 2019 after the merger of three world leading OEM’s in the field of pipe fabrication equipment, tooling and machinery: B&B Pipe and Industrial Tools LLC (https://bbpipetools.com/) (USA), Mathey Dearman Inc. (https://www.mathey.com/) (USA) and TAG Pipe Equipment Specialists (https://tag-pipe.com/) (UK).

In 2022 the AXXAIR Group (https://www.axxair.com/en/) (France) was acquired and in 2023 respectively Magnatech LLC (https://www.magnatechllc.com/) (USA) and Climax Portable Machining & Welding Systems LLC (https://www.climaxportable.com/) (USA) were added to the S.F.E. Group.

The S.F.E. Group is formed with the vision of merging various fabrication tool businesses and brands together to offer the world’s most comprehensive range of orbital welding, pipe fabrication, precision engineered applications and cutting solutions for a wide variety of industries. S.F.E. Group’s unrivalled offering of complementing industrial tools is brought to its customers all around the world through its expanding global presence and extensive partner network (250+), offering an unmatched level of local availability, support and service. Visit our website for more information and specific details about the multiple brands who now come together to form S.F.E. Group!

JOB SUMMARY

Customer Service Representative II is a senior role which includes processing industrial sales transactions, offering quotes, providing information about products, building rapport with customers, and promoting merchandise while working in an office setting with other team members. Individuals in this role listen, solve problems, communicate well, and leave customers satisfied with their purchases. This is not a scripted role; individuals will need to think on their feet to promote products and provide excellent customer service.

Excellent communication and interpersonal skills are crucial. Strong analytical and problem-solving skills combined with a strong customer service orientation. Attention to detail is a must. Be able to approach others in a tactful professional manner; react well under pressure; treat others with respect and consideration regardless of their status or position; follow through on commitments.

SUCCESFUL CANDIATE MUST HAVE

+ CUSTOMER FIRST MENTALITY

+ SEE A PROBLEM, OWN A PROBLEM, HIGH LEVEL OF OWNERSHIP

+ STRONG COMMUNICATION SKILLS

+ OWNERSHIP, ACCOUNTABILITY & RESULTS-ORIENTATION

+ OPEN TO COACHING

+ HONESTY, INTEGRTY & ETHICAL BEHAVIOR

+ TEAMWORK

ESSENTIAL FUNCTIONS

+ Facilitates the sales process through project management, tracking open sales orders, issue resolution, and overall customer service and support.

+ Provides product pricing and shipping by consulting the pricing matrix, as well as other complex tables, to determine the appropriate price.

+ Developing cost-effective and time sensitive quotes for customers via phone and email.

+ Contract review and entering customer orders and providing order related paperwork to customers.

+ Ensures timely shipment of materials and customer satisfaction by estimating lead times.

+ Contributes to add-on sales by maintaining a high level of product knowledge.

+ Handles customer inquiries and problem resolution.

+ Perform estimates, discounts, and RFQ’s as necessary.

+ Responding to customer complaints and inquiries quickly and efficiently.

+ Answering phone calls and emails in a professional manner.

+ Building and maintaining customer relationships.

+ Upselling products and making recommendations.

+ Other duties as required.

EDUCATION / EXPERIENCE

A four-year college degree is preferred. Must have a high school diploma or general education degree (GED); or three years related experience and/or training; or equivalent combination of education and experience. Logistic compliance is a plus.

REQUIREMENTS

+ Personal integrity, customer service, sales, customer communications and ability to provide top-notch service while increasing sales metrics.

+ 3+ years of customer service experience in the same or similar industry preferred.

+ Attention to detail and ability to process information well.

+ Experience with industrial customer service sales strongly preferred but not required.

+ Intermediate level MS Office Suite and distribution or manufacturing-specific ERP systems skills.

+ Strong phone and e-mail professional etiquette is a must.

+ Ability to organize work duties and proactively manage time.

+ Ability to work independently and in a team environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, climb stairs, crouch, bend, use hands to finger, handle, or feel and reach with hands and arms. The employee is regularly required to lift up to 30 pounds and occasionally required to lift up to 50 pounds (assistance available). Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, primarily sedentary, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, outside weather conditions, risk of electrical shock, and vibration. Office and travel have moderate noise levels. Machine/Product demonstrations and customer visits can have loud noise levels.

Noise levels may be extreme and Personal Protective Equipment (PPE) is provided, and usage is driven by customer requirements. Other required PPE includes, but is not limited to, steel toe boots, hard hats and safety glasses. Customer working environments can be extreme on height, confined space, physical requirements and hazards.

EQUAL EMPLOYMENT OPPORTUNITY

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.