Bilingual Customer Service Representative

ACS Group operates manufacturing facilities around the world, delivering a broad line of equipment to conquer the toughest processing circumstances.  Whether you need a component piece of equipment or an entire processing system, our solutions maximize efficiency and minimize costs. Currently, we are seeking aBilingual Parts Customer Service Representative (CSR).  This position is responsible for:
 

• fielding customer calls and processing requests involving both new parts sales and Returned Material Authorization (RMA) parts activity
• coordinate parts and RMA order activities with the manufacturing, engineering, shipping, and any other necessary departments to ensure timely shipment of parts to customers
• provide answers to simple technical questions from customers regarding ACS’s Water, Material Handling & Automation products/parts.
• field incoming phone calls, faxes, and emails from customers and process new parts orders in a highly professional and proficient manner
• issue RMAs and track activity within the ACS facility as necessary
• conduct the necessary research of bills of material (BOM) and engineering drawings to identify the correct replacement parts for customers’ specific models
• use the company’s Enterprise Resource Planning (ERP) system to generate quotes for every parts order
• follow up on all open quotes to pursue potential parts sales, and record reasons for unconverted quotes
• use telemarketing and other marketing techniques to support departmental Parts Marketing Programs in an effort to grow the parts business
• provide departmental backup as required and support all department goals

 
A qualified candidate will be pro-active, dedicated, and possess these requirements:
 

• 1-3 years experience in customer support call center environment, preferably with some version of Automated Call Distribution program
• 1-3 years experience processing parts orders and RMA’s
• Experience with reading and analyzing engineering bills of material
• Experience with computer MRP/ERP programs
• Experience working directly with customers and developing and maintaining positive customer relationships
• Knowledge of basic computer programs and familiarity with Microsoft Office products
• Excellent verbal and written communication skills
• Professional and positive at all times
• Knowledge of plastics industry and related process control equipment is a plus
• Associates Degree or BA (preferably Marketing and/or Communications) is a plus
• Bilingual in Spanish
• Telemarketing and other marketing experience to support departmental Parts Marketing Programs in an effort to grow the parts business is a plus

 We offer excellent benefits package.  If you are interested, please apply on-line with salary history.