Job Details

Customer Service Representative

Jonesboro, AR 72401

Overview

Lifecycle Services is Duravant's brand for service, our customer's global source for parts and service support. We are a connected service organization for the operating companies under the Duravant family. Our family of companies includes nVenia, FMH Conveyors, Key Technology, and many more. Lifecycle Services becomes a partner to our customers for equipment support and performance optimization on a global scale, with a diverse portfolio of service and support offerings. This fast-growing organization aims to be the premier customer support organization and offers the right candidate the opportunity to help build and shape this growth engine while having the backing of a parent organization.

As a Duravant Family Company, we participate in global Diversity, Equity, and Inclusion programs, as well as Doing Good initiatives to support our communities. In addition to a culture that promotes long term career satisfaction, with opportunities for personal and professional growth, we offer an excellent total rewards package that includes:

• Compensation: We offer competitive compensation
• Benefits: We have comprehensive benefit packages designed to support our employees' health, well-being, and financial security
• Development: We have education and training programs which include an educational assistance program
• Time Off: We offer paid holidays and paid time off
• Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results
• Core Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of Urgency
• Culture: We are driven by our number one asset - our employees, and their successes
• Doing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.

Position Duties and Responsibilities

FMH Conveyors is searching for a Customer Service Representative responsible for the customer service aspect of the business. This position will also provide technical information to customers relating to the use, operation and maintenance of equipment and report on quality pertinent to customer concerns. The CSR is also responsible to listen to, and discern the needs of the customer, and to follow-up on those needs. This may, at times require the hand-off of a customer service call to the appropriate person or department who can appropriately resolve the issues or concerns raised by the customer.

• Salesforce case and order entry of parts and service for various types of customers
• Order management including all types of purchase orders, work orders, parts orders, invoices, parts documentation, etc.
• Prepares quotes for service and parts orders
• Provides account support including reviewing contracts, specialized invoicing, specific routing for parts orders and or shipping notices
• Provides efficient, effective and comprehensive management of service orders including maintenance and management of order records and documentation
• Provides customer post-service support and aftermarket sales and research of spare parts and service including quoting
• Provides support to inside and outside service staff and associated customers
• Responds to verbal or written customer inquiries regarding service requests or orders for parts, pricing and delivery
• Coordinates projects, schedules and logistics for service accounts including the coordination and resolution of customer freight issues such as shipment damages and delivery issues
• Coordinates and handles warranty issues and focuses on tracking warranty costs, including working with procurement on back-charging suppliers to recoup warranty costs generated by suppliers
• Observes safety and security procedures; Uses equipment and materials properly; reports potentially unsafe conditions
• Ensures company policies and procedures are reviewed often and notifies the Parts Manager when such policies or procedures may need to be revised to increase work efficiency in the department

Position Requirements

• Bachelor's Degree preferred
• Two years of experience in a manufacturing environment or a combination of education/experience
• Strong team building and leadership abilities
• Experience and knowledge of Salesforce and Epicor ERP is a plus
• Experience in product application design and product enhancements is a plus
• Strong analytical, organizational skills and communication skills

Physical Requirements

Stand, walk, or sit for up to an eight-hour shift; ascend and push, and pull up to 25 lbs., bend, twist and reach with arms, dexterity with hands and fingers to work on a computer keyboard.

Work Environment

This is an office-based position that requires frequent visits to the production floor.