Techincal Service Representative Foam

Apply Description Summary: Provide excellent technical support and guidance to customers on the operation and maintenance of the company’s products and equipment in accordance with established practices, processes, regulations, guidelines and standards in a safe and efficient manner. Essential Duties and Responsibilities: Other duties may be assigned. Abide by, enforce and participate in the implementation and ongoing oversight of all company safety standards and regulations. Assess and prioritize inquiries, requests and complaints received; provide information about products or services, receive or enter orders, cancel accounts or obtain details of complaints. Receive and process orders from customers. Set-up new product items, or new customer accounts. Obtain customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms or into systems. Verify customer and order information for correctness, checking it against previously obtained information as necessary. Review orders for completeness according to reporting procedures and forwarding incomplete orders for further processing. Provide information directly or through systems to specific departments or units to prepare and ship orders to designated customers. File copies of orders received, or post orders on records/systems. Perform various clerical work including export documents, credits, debits. Respond to, and troubleshoot customer equipment and foam application problems. Ensure that customer inquiries or complaints are resolved at first point of contact, unless specialized knowledge or further investigation is required. Ensure that appropriate changes were made to resolve customers' problems. Notify customers of claim/complaint investigation results or any planned actions/adjustments; and refer unresolved customer grievances to designated departments for further investigation. Maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in the appropriate system (CRM/ERP) Provide sales support to sales personnel. Assist sales personnel respond to questions from potential customers, and present product/equipment demonstrations to potential customers. Conduct demonstration experiments on company applications; analyze and present data to prospective customers. Provide post-sales support. Assist various callers/customers/potential customers with foam and equipment related questions. Assist customers with spray gun, pump and machine repairs at the customer’s location or in-house. Maintain inventory of parts in the Parts Department necessary to meet customer needs. Train new customers on use of foam equipment, and application. Build and provide training to customers on use of NCFI Mobile Spray Rigs. Coordinate the preparation and delivery of training materials to customer sites. Develop and sustain expertise in company products, applications and services Develop, write and edit technical content for customer-facing documentation and training materials. Ensure that the company receives the benefit of revenues collected at the earliest opportunity by receiving and processing payments made and resolving inquiries within established processes. Perform general administrative support duties including responding to calls and inquiries from the general public, processing mail/messages/deliveries, participating in audit and inventory activities, sending/copying/transmitting documents, generating reports for review/use by managers/supervisor, etc. to ensure the smooth flow of work within the department and/or plant. Regular travel required. Requirements Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: Associate’s (AA/AS) Degree, and over one (1) year up to and including two (2) years’ experience in customer service or order entry for chemical products and equipment; or equivalent combination of education and experience. Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Math Ability Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs. Perform the four operations with like common and decimal fractions. Perform arithmetic operations involving all American monetary units. Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in or from situations encountered in the job in written, oral, diagram, or schedule form. Computer Skills: To perform this job successfully, an individual should have knowledge of: Customer relationship management (CRM) software, Electronic mail software , Spreadsheet software, Word Processing Software, Enterprise Resource Planning (ERP) software Certificates and Licenses: None Other Qualifications: This position requires specific knowledge in the following areas to be successful: • Principles and processes for providing customer and personal services; and • Principles and methods for showing, promoting, and selling products or services.