Customer Service Executive

Job Description Basic Function Receive customer or sales representative inquiries regarding the company’s products and/or services. Review inquiry and research to obtain necessary information from policies, procedures, and other documentation. Coordinate problem resolution with appropriate department(s). Inform customer of response and/or problem resolution. Train and provide guidance to the team on standard processes and protocols. Essential Duties and Responsibilities *Marginal position functions that are not included among the essential duties and responsibilities in this position description are also requirements of this position. 1. Act as internal sales support. 2. Communicate effectively with customers and sales representatives using phone, fax, voice mail, email, and other tools to fully understand customer’s application(s). 3. Assist in product selection, sizing, configuration, and pricing of Brooks products to fit customer’s application(s). 4. Support the quote and order placement process to ensure accurate information is provided to the customer and/or order entry timely. 5. Maintain product-specific database. 6. Assist customers and Sales Representatives with any complaint, using the formal customer complaint process when appropriate. 7. Keep current with technological and competitive developments and customer portal sites. 8. Participate in cross-functional, Company continuous improvement initiatives to improve customer satisfaction. 9. Participate in Operations meetings to ensure on-time order fulfillment. 10. Participate in root cause analysis when order discrepancies take place. 11. Support the department and their process standards as the lead trainer providing training to new customer service representatives. 12. Provide support/guidance to the semi customer service team members on basic order entry tasks and confirmations on approved processes and standards. 13. Regular attendance. 14. Other duties as assigned. Knowledge, Skills and Abilities • Excellent customer service skills with the ability to maintain positive relationships through problem resolution. • Ability to work independently with minimal supervision. • Ability to get along with others in a team environment. • Ability to multi-task and engage with multiple customers simultaneously while interacting with other internal departments. • Ability to follow all safety procedures.