Customer Service Executive

Job Summary: The Customer Service Representative is responsible for handling customer and sales inquiries regarding the company’s products and services. The role involves reviewing inquiries, conducting research, and coordinating with relevant departments to resolve issues and provide timely responses to customers. Job Responsibilities: Act as internal sales support. Communicate effectively with customers and sales representatives via phone, fax, voice mail, email, and other tools to fully understand customer applications. Assist in product selection, sizing, configuration, and pricing of Brooks products to fit customer applications. Support the quote and order placement process to ensure accurate information is provided to the customer and orders are processed on time. Maintain product-specific databases. Assist customers and Sales Representatives with complaints, using the formal customer complaint process when appropriate. Stay updated with technological and competitive developments as well as customer portal sites. Participate in cross-functional continuous improvement initiatives to enhance customer satisfaction. Attend Operations meetings to ensure on-time order fulfillment. Participate in root cause analysis for order discrepancies. Serve as the lead trainer, providing training to new Customer Service Representatives. Provide support and guidance to the semi-customer service team members on order entry tasks and confirmations based on approved processes and standards. Job Requirements: Bachelor’s Degree in any field. Preferably with a background in technology, a technical field, or a minimum of 2-3 years of experience in industrial measurement and control. At least 3 years of experience in a customer service role, preferably in specifying or quoting industrial instrumentation. Knowledge of the industry and an understanding of how Brooks' products are applied in customer operations is preferred. Experience in the semiconductor industry is an advantage. Proficiency in Microsoft Office applications is required. Excellent customer service skills with the ability to maintain positive relationships through problem resolution.