Customer Service Representative

Graver Technologies LLC

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

The customer service representative will provide effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. 

Conduct All Customer Service and Order Entry Functions.

• Serve as the primary customer service representative for Liquid Process Filters customers.
• Provide back up support for the Customer Service for other locations and / or product lines as needed.
• Handle email and phone inquiries from customers and sales personnel.

Communicate Manufacturing Scheduling & Priority Orders

• Attend daily production meetings to get updates from manufacturing on orders that are shipping or have issue that will cause them to be late.
• Notify manufacturing /engineering if new part numbers need to be set up in the system.
• Manage expedited requests between manufacturing, sales, and customer.

Maintain Timely Communications with Internal & External Sales Personnel

• Communicate regularly with field sales on customer orders & inquiries. Forward customer inquiries and pricing needs to Regional Sales Managers.
• Keep sales team advised of any outstanding issues (shipping delays, unanswered questions on orders).
• Email the morning production report to all field Regional Sales Managers so they are fully informed of late orders, etc.

Prioritize Customer Communications & Responses

• Enter all sales orders on same day received when feasible.
• Send order acknowledgements (O/A) within 24 hours when possible.
• Support customers by providing ship dates, tracking numbers and revisions made to orders.
• Replace or handle return logistics of filters impacted under the Customer Action RMA process as needed by QA Director.

Additional Responsibilities:

• Process the sample order program under the direction of the Director of Sales.
• Mange the Special Price Agreement (SPA) program under the direction of the Director of Sales.
• Assist the Director of Sales with data collection and generation of sales reports.
• Support management with routine daily, weekly, and monthly reports as well as ad hoc reports. 

Education and Experience:

• High School Diploma or equivalent

• 3 - 5 years of related experience in Customer Service.

• Experience within a manufacturing environment is a definite plus.

• Proficiency with ERP system (preferably Epicor)

• Strong computer skills including Microsoft Office 365 platform.

• Experience working with Distributors domestically and internationally preferred.

Competencies/Job Requirements:

• Excellent Written & Oral Communication Skills

• Results Driven

• Customer/Client Focus                                             

• Technical Capacity

• Organizational Skills                                       

• Thoroughness

• Problem Solving/Analysis                                 

• Time Management

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.