Technical Customer Support Representative - Kansas City

Date Posted: 09/07/2021

Equity Staffing Group has a new Technical Customer Support opportunity with a KC area sales and distributor of industrial pump and motor products that is eager to hire for their Customer and Sales Support teams. This opportunity is a great fit for candidates with experience providing in-depth remote product support for mechanical/industrial related products!

$27 - $30/hr. based on experience and health insurance options available!
Office located in Lenexa, KS - position will start remote/WFH, but candidates are required to be located in KC area
Computer technology provided by the company!

This position will contribute to a thriving Sales Team while delivering world class customer service through various Customer Channels, including phone, e-mail, live chat, and instant messaging. Provide first Customer contact resolution on inquiries, and decide on the further processing of business transactions based on defined processes. Provide timely and effective quotations, technical advice, and Order Entry related support to Customers and sales teams.

Responsibilities:

- Commercial and technical advice on Customer inquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
- Create tickets, e.g. RFI (request for information), RFQ request for quotation) and OEW (order entry workflow), for own processing or for forwarding to the back office.
- Create processed offers according to the description.
- Track offers according to specifications (e.g. sales guidelines).
- Follow up on Customer interactions within set SLA.
- Provide standard pricing and delivery information.
- Identify business opportunities and handover to external sales.
- Create, delete and maintain Customer contact data in the SAP CRM system.
- Enter the incoming orders, whether manual or electronic to ensure fast, accurate order management in line with world class customer service.
- Contact Customers or internal stakeholders to resolve missing order data at the time of entry into SAP to enter an executable order.
- Manage Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance and the Supply Chain.
- Assist Customers with order progression and supply chain issues.
- Handle order fulfillment tasks.
- Provide order and delivery status to Customers.
- Record Customer complaints and requests for Customer product returns.
- Promote digital tools towards customers using templates.
- Support in executing ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools, etc.

Qualifications:

- Previous experience within Customer Services. Relevant administrative experience, organizational skills & accountability with the Customer.
- Knowledge of business structure, products and key market needs to create a successful Customer centric experience.
- Demonstrate working knowledge SAP (CRM/SD).
- Familiarity with MS Office applications.
- Fundamental Product and Application Knowledge – Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
- Good communication and networking skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.
- Excellent written and verbal communication skills.


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Testimonials

"I was so impressed with the outstanding service that Equity Staffing provided in placing me in my current position.  I wasn’t sure I would be a good candidate for this position, but my recruiter and Equity’s Account Manager took the time to go over the job description and how my experience and skill set would fit in perfectly with this job assignment.  I am glad I took their advice, because I am now on contract with a great company working with a professional staff and learning how to support a management team in an industry I have never worked in before.” 

Lisa M.

Denver, CO

“I’ve been an IT contractor for 9 years, and in that time I’ve been exposed to numerous IT staffing firms and consulting agencies, big and small.  Equity impressed me immediately.  My recruiters quickly and efficiently connected me with a great tech company whose needs in both personality and tech proficiency matched my wheelhouse in addition to a healthy dose of career progressing tech challenges.  And a 12 minute drive from my house no less.  That’s huge for me.  They were willing to meet face to face before the client company interview which, in my experience, is critical to the staffing firm / contractor relationship.  Equity is organized, modern, and professional, and my recruiters were very pleasant to work with, responsive, and generous with their time.  I’m grateful for all they’ve done for me.”

Christopher S.

Minneapolis, MN

“Working as a consultant for Equity Staffing Group has been a wonderful experience.  My recruiter was a true professional throughout the entire process.  Equity separates itself from other staffing companies I have worked with in past because they provided wonderful customer service, they had benefits offerings,  the onboarding was easy and efficient but best of all they followed up with me prior to my assignment ending and found my next assignment shortly afterward.  I highly recommend the professionals at Equity Staffing Group!”

Tamika B.

Atlanta, GA

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