The Baker Company

Customer Service Representative

The Baker Company

full-time

Posted on:

Location Type: Office

Location: Sanford • Maine • United States

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Tech Stack

ERP

About the role

  • 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

Requirements

  • Associates/bachelor’s degree in business (preferred)
  • Experience in international orders / shipments a PLUS
  • Contracts administration/bids knowledge a plus.
  • Excellent communication skills
  • Strong organizational skills
  • High energy level
  • Proficient in Microsoft applications
  • Good analytical skills
  • Ability to multi-task
  • Works under little to no supervision.
  • Able to work under pressure and meet deadlines
Benefits
  • Health insurance
  • Paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRMERPLean toolsContracts administrationBids knowledgeQuote processingPurchase order processingWarranty managementTroubleshootingData logging
Soft Skills
CommunicationOrganizational skillsAnalytical skillsMulti-taskingProblem-solvingCustomer serviceTeam collaborationTime managementAdaptabilityAttention to detail
Certifications
Associate's degreeBachelor's degree