Inside Support Associate
The purpose of this position is to provide “single point of contact” world class support to customers, sales personnel, and all internal operations in line with corporate objectives.
q Work in an Operational Center environment communicating with customers via telephone and email while utilizing a ticket-based system assisting with Order Processing/Maintenance and Product Support.
q Order support to include, but not limited to the following:
q Order Entry and maintenance. (Fax, email, phone, EDI, SMC Customer Connect, Supplier Connect and Specialty Customer Portals).
q Create/Maintain customer Ship To’s
q Create/Maintain Customer Contracts (Customer Part Number Cross Reference).
q Quote Management and SPR (Special Price Requests)
q Order Inquiry/Expedite.
q Review possible solutions/alternatives in order to meet customer demand.
q Open Order Reports
q Provide assistance on delinquent orders by expediting with Japan and other departments.
q Provide assistance on urgent orders and 24/7 orders.
q Product support to include, but not limited to the following:
q Supply Price and Availability information as necessary.
q Provide product selection, repair kits, offer alternative products, and accessorize for existing products.
q Deliver Catalog or Specification sheets as necessary.
q Provide and review Operation and Maintenance Manuals.
q Part number Identification / Validation and DRG Inquiry.
q Contact related departments as necessary for additional support.
q Assist other team members as required.
q Escalate unresolved issues to the direct supervisor as deemed necessary.
q Attend required training courses to improve technical and/or process knowledge.
q Complete additional assigned tasks as prescribed by supervisor / management.
PHYSICAL DEMANDS/WORK ENVIRONMENT
q Work in a Warehouse / Factory environment to support both customer needs and corporate required projects.
q Sustained posture in a seated position for prolonged periods of time.
q Work in a fast-paced environment.
q Work environment may include noise, cold, heat, and dust.
q Occasionally travel to other SMC and Customer locations.
q Required to lift up to 25 pounds.
q Bachelor’s degree in a related field preferred.
q 1-3 years related experience in Sales, Order Processing Center Environment, Order Processing, or Engineering required.
q Previous experience with Fluid Power a plus.
q Display a professional presence and the ability to effectively communicate (both oral and written) to internal and external customers.
q Thorough knowledge of various computer applications (i.e. Microsoft Office, Internet Explorer, ERP, etc.)
q Ability to be mentored by leading support specialists in the department.
q Strong time management skills with ability to multi-task.
q Effectively work in team or in individual setting to accomplish goals.
q Ability to analyze and solve problems.
- Pay Type Hourly
- Required Education High School
- Noblesville, IN, USA