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We are currently seeking a Customer Service Representative (CSR) within the Global Parts & Services organization to serve as the primary contact for customers within an assigned territory for the purpose of identifying replacement parts sales opportunities, proper quotation and order execution including order entry, and order execution management. The Customer Service Representative reports to the Product Support Group Manager and is responsible for entering all quote and order requests into the system including uploads of documents and begin the routing process for quote development or order processing. The CSR may also provide direct quotes to customers based on stocked and priced parts. The CSR develops a working relationship with Sales, Service, Project Specialists, and the Customer to systematically provide support to customers to maintain and grow current business levels.
Responsibilities
Serves as primary contact with customers requesting replacement parts including B&W traditional boiler parts, environmental parts.
Initiates process for quote preparation and order fulfillment
Receives all quote/order requests
Enters quotes and orders into the system and begins routing process as necessary
Document customer inquiry information
Assists in the development of scope of orders and quotes
May expedite quote/order through process
Assures quote/order meets customer and internal quality requirements
Presents quote/order acknowledgement to customer
Reviews customer PO at sales order entry compared to the matching quote to verify lead time, quantities, price and progress payments if applicable.
Monitor reports of rescheduled shipments maintaining excellent communication with customers to inform them of revised delivery dates and advise of other changes regarding order fulfillment.
Works directly with the District Engineer, Field Service personnel, and Replacement Parts Project Specialists in support of the customer territory
Develop a network of relationships with Sales, Service and the Customer to systematically provide support to customers to maintain and grow current business levels.
Required to do high level research based upon information provided by customers or sales to determine parts involved as well as be able to identify when additional support is needed
Required Knowledge/Skills, Education and Experience
Excellent organizational and communication skills
Computer skills in data entry and document storage
Customer relations skills or inside sales experience
Preferred Knowledge/Skills, Education and Experience
Knowledge of PLM, Visibility, Data Warehouse, Oracle and Global Parts processes.
Knowledge of the scope of supply, engineering requirements, manufacturing processes and sublet requirements of the B&W replacement parts portfolio.
Knowledge of B&W Technical Standards.
Associate degree in Business or Technology or knowledge normally associated with this degree.
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