Customer Service Representative (CSR)
The John Wood Company

Position Summary
Reporting to the Site Manager, the Customer Service Representative (CSR) attracts and supports customers by answering product and service-related questions in response to ASME standard and custom pressure vessels. The CSR assists and supports company objectives via relationship development, inquiring about upcoming needs and conveying John Wood’s ASME pressure vessel products and services. Ultimate goal is to ensure customers are satisfied with their interactions and experience.

Successful candidates must have excellent communication and customer service skills.

Hours: Monday-Friday 8am-5pm.
Pay: $18-$22/hour.

Job Description Responsibilities:

Works in company CRM system to enter and update quotes.
Conducts new account set-up functions and maintains customer records by recording and updating appropriate account information.
Reviews customer orders for accuracy, enters orders, monitors bookings and other related metrics for accuracy.
Resolve customer issues by determining cause, selecting, and explaining appropriate solutions, expediting correction or adjustment, including customer follow-up to ensure a resolution.
Frequent collaboration with purchasing, engineering, manufacturing, and shipping/receiving to ensure pressure vessels are produced and delivered to the customer on time and within budget.
Refer complex issues to supervisors or other relevant departments for assistance.
Provides reports as required by company management in accurate, consistent, and timely fashion.

Other Responsibilities:

Receives customer requests via phone, email, or fax, analyzes requests, and provides information requests.
Contacts customers to obtain data omitted on orders.
Analyzes transactions, corrects records and adjusts numbers.
Searches John Wood Company records as needs to identify previous transactions and drawings.
Resolve customer questions related to the ASME order. Takes orders as needed. Acts as liaison when necessary, on behalf of customer. Works cross-functionally to resolve customer issues and/or drive sales results.
Provide additional support for general office activities as needed.

Minimum Experience/Education:

Prior customer service experience preferred.

General Skills/Qualifications:

Ability to acquire knowledge and become an expert of ASME products from on the job training and discipline.
Exceptional communication skills: Verbal, written, clear articulation to customers and diverse colleagues and managers.
Understanding of mechanical devices.
Experienced and comfortable with self- learning processes to round off product, application and service knowledge.
Ability to multi-task and develop clear plans to address needs.
Proficiency in MS Office Suite (e.g., Excel, Word, Outlook) and general computer literacy
Ability to function effectively in a small team environment with high standards for accuracy and performance and willingness to do what it takes for success.
Must be able to demonstrate the ability to work alone as well as part of a team.
Knowledge of SolidWorks, ASME code, JobBoss and ASME standards a plus!