Overview

A&B Process Systems, a business unit of JBT Corporation, is an industry leader in the design, fabrication, automation and installation of stainless steel process systems used in a variety of industries. At A&B Process Systems, our quality stainless steel process vessels, stainless steel process modules, skidded systems and process automation systems are all developed at one location in Stratford, Wisconsin. Our advanced 175,000 square-foot manufacturing facility is distributed over five physical plants. As a member of the JBT team, you will find that you are joining a world class organization with an entrepreneurial work environment and innovative spirit.

We have an immediate opportunity for a Customer Service Representative.

Position Summary:

Primary contact for customer inquiries, product information, quotes and proposal generation and returns as it relates to parts and solutions. Be the liaison between the customer and A&B. Supports the Direct Sales Manager with administrative needs and operational tasks associated with RFQ and proposal processing for parts distribution and performing appropriate follow-up.

Duties/Responsibilities:
Customer Assistance:

Processes and files Requests for Quotes (RFQ)
Work with A&B business coordinators to record RFQ and have proposals sent to customers
Answers incoming customer calls and responds within targeted time period
Provide courteous and efficient service
Review and suggest modifications for parts packages and maintenance programs to better suit customer needs
Develop and maintain knowledge of products and services. Offer solutions
Answer customers’ questions about products, prices, availability, product uses
Answer customers’ questions about payment terms, account status, and credit terms
Identify customers’ requirements to determine what types of products or services best suit their needs
Encourage customers to purchase additional products or services
Resolve customer’s complaints according to guidelines established by the company. Determine validity of complaints. Offer solutions
Follow up with customer until questions are answered or issue is resolved Utilize resources to determine best course of action in the event an intricate situation arises
Manage time spent with each customer effectively to be able to fairly distribute time among customers requiring assistance
Prepare and send sales quotations
Estimate and quote prices, credit or contract terms, warranties, and delivery dates
Troubleshoot any problems with orders and respond accordingly
Administer the direct sale of parts
Contact customers if order fulfillment delays are anticipated
Give expected shipment dates
Coordinate with internal resources to expedite emergency orders
Calculate and add shipping and handling charges
Follow customers’ shipping and documentation instructions
Order Processing:
Process sales orders

Review orders for completeness and clarity. Fill in missing information or contact customer for the information
Acknowledge order by telephone, fax, regular mail, or e-mail to customer
Receives customer purchase orders
Processes change orders including additions, deductions or other job changes
Collaborates with Sales, Engineering, Estimating, Purchasing & Finance as needed in order to compile all the information to process a work order
Prepare and manage paperwork related to sales, such as setting up new accounts, acquiring purchase orders and amending orders
Establish priorities in filling orders. Determine whether the request is routine or an emergency and take appropriate action
Check customer’s credit limit, terms, and get credit approval
Create ship-to addresses and maintain ship-to database
General:

Supports sales prospecting and communication efforts for Sales Reps when needed
Assists in gathering sales data/reports and information distribution as needed
Evaluate opportunities to expand aftermarket product and service offerings
Establish parts pricing within guidelines and maintain price files
Work within established procedures to establish part numbers for quotes when true A&B part numbers do not exist
Work with Engineering and the design group to create recommended Spare parts list. Then actively follow up with the customer to sell the recommended Spare parts
Standardize wherever possible to allow stocking for repeat purchases
Update and maintain databases of information
Collaborate with Account Managers, Buyers, Schedulers, Accounts Receivable, Stockroom, Shipping, Production and Engineering to ensure internal and external customer’s requests and expectations are met
Communicate order information and sales data to Account Managers
Check item numbers and prices
Research incoming caller inquiries. Direct incoming caller inquiries to the appropriate personnel or division within the company or outside sources
Ensure orders have PO number, MSA or other proper document, or the appropriate management approval
Determine which items are taxable and non-taxable and change line item to the correct tax status
Performs other duties as assigned by Manager
Safety:

Meet all monthly safety requirements as established by the HSE Department
Attend all required site Safety Training sessions or complete and submit make-up materials to HS
Comply with all JBT / A&B safety policies and guidelines

Education & Experience:

Strong computer applications knowledge (Word, Excel, Power Point)
Accurate typing and proofreading skills
Technical learning aptitude
Strong verbal and written communications
Functional and technical skills
Intermediate verbal and written communications
Intermediate telephone and customer communication skills
One to three years of customer service experience
Ability to multitask in a face paced environment

This is a service-oriented position. The successful candidate must genuinely enjoy working with people, have a pleasant disposition and be willing to work with all levels and disciplines of the organization.

AN EQUAL OPPORTUNITY EMPLOYER
It is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department. EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities
If you have a disability or impairment that prevents you from completing the online application, please seek the assistance of your local employment services agency. JBT maintains active relationships with local employment services agencies, and they have pledged their support in assisting any applicant needing help in applying. To find information on agencies throughout the United States, please go to www.careeronestop.org
You may also call Megan Meagrow at 844-286-4524 if your disability or impairment prevents you from applying online. NOTE: Do not use this number unless you need assistance because of a disability or impairment. The personnel attending this phone line will not be able to give you a status update regarding your application and will not be the individuals making a decision regarding your employment.


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