The Baker Company

Customer Support

• Fields incoming phone calls and online inquiries from end users, service technicians, and sales professionals in a courteous and helpful manner
• Supports a network of independent manufacturer’s sales representatives and / or sales partners
• Processes quotes and purchase orders
• Log call data/info into CRM or ERP
• Coordinate with engineering personnel to get the customer’s answers as required.
• Provide product, pricing and other relevant information as requested by Customers / Field Techs
• Issues warranty calls
• Ensures customer inquiries are resolved in a timely manner (e.g., warranty, non-warranty, troubleshooting service incidents)
• Solid understanding of the features and benefits of all products sold and serviced by the company
• In-depth knowledge of all warranties
• Ensures compliance with the company’s quality assurance program and customer satisfaction programs to ensure the equitable resolution of customer complaints
• Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards
• Communicates with others in the company (vertically and horizontally) to ensure compliance with service standards and company policies.
• Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units
• Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people).
• Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems.
• Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
• Perform other relevant duties as assigned by the supervisor and/or manager

Customer Service Representative