Customer Service Representative - Enerpac Tool Group

ENERPAC TOOL GROUP - Who we are?

Enerpac Tool Group Corp. is a premier industrial tools, services, technology, and solutions provider serving a broad and diverse set of customers in more than 100 countries. The Company makes complex, often hazardous jobs possible safely and efficiently. Enerpac Tool Group's businesses are global leaders in high pressure hydraulic tools, controlled force products, and solutions for precise positioning of heavy loads that help customers safely and reliably tackle some of the most challenging jobs around the world. The Company was founded in 1910 and is headquartered in Menomonee Falls, Wisconsin. Enerpac Tool Group common stock trades on the NYSE under the symbol EPAC.

For further information on Enerpac Tool Group and its businesses, visit the Company's website at https://www.enerpactoolgroup.com/ .

Summary - basic function of the role

Aid the customers within our distribution channel through inbound activities, such as telephone, email, and other electronic means. Our Customer Support Specialists are at the center of our customer's daily activities, whether it is taking in-bound calls, trouble-shooting, entering orders, working with our sales teams, or coordinating orders with our internal departments. The Customer Support Specialist role is fast paced, requires collaboration with many stakeholders (customers, shipping, purchasing, manufacturing, sales reps) and requires a holistic understanding of the company's operations. Primary responsibilities include entering customer orders, responding to customer inquiries, and assisting with product related questions. This role will be supporting US and LATAM customers.

Shift: Monday - Friday, hybrid 3 days in office schedule

Job Duties and Responsibilities

• Accurately and efficiently enter customer orders into ERP system
• Effectively manage incoming calls
• Provide accurate information on products, pricing, and availability
• Communicate with customers regarding order confirmations and ship dates
• Ensures internal and external customer satisfaction by effectively managing the order process from initial point of contact to delivery
• Expedite product shipments with customers, sales representatives, and other functions of the company
• Ensures that appropriate actions are taken to resolve customers problems and concerns
• Provide exceptional customer support to internal and external customers through a focus on quality and timeliness of resolution
• Provide feedback and documentation from intelligence gained through customer interactions
• Identify and initiate process improvement opportunities to improve the customer experience
• Build and strengthen relationships with assigned customer accounts to support brand loyalty and a superior customer experience
• Performs other related duties as assigned

• Must be self-motivated, collaborative, and team-orientated
• Demonstrated ability to manage multiple competing priorities including 30+ inbound calls per day, while maintaining a positive, courteous, and professional attitude
• Exudes a sense of urgency; prioritizes and jumps into customer situations in a fast pace, high volume environment
• Extreme attention to detail
• Requires a passion for customer service and desire to help others
• Ability to form and strengthen relationships with assigned customer accounts and outside sales reps
• Previous experience following standard work procedures
• Strong oral and written communication skills including active listening
• Intermediate skills in Microsoft Office applications including Outlook, Teams, and Excel are required
• Knowledge of Oracle ERP or similar ERP system is preferred
• Knowledge of, or ability to learn, industrial products is preferred
• Experienced level of reading, writing, and speaking English. Expert level preferred.

• High School Diploma or GED equivalent; higher education preferred
• Minimum 3 years of customer service or inside sales experience, preferably in manufacturing environment with high exposure to industrial products.

Employee will have to be able to walk/climb to a variety of primary work locations. Employee will need to listen, understand, and speak with team members in person, telephonically, and electronically at all levels within a diverse workforce and with supported organizations. Employee is able to work in front of a personal computer and telephone for long periods of time.

Work Environment

Primary work environment is temperature-controlled office setting, but may also include typical warehouse environment on occasion, where following appropriate safety protocols at the location would be required. Employee will be exposed to low levels of noise in an office.

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Direct Reports

N/A

Key External Contacts/Clients

Inside Sales

Territory Manager

Customer Relations

Enerpac is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status in accordance with applicable federal, state, and local laws. We are committed to creating an inclusive environment for all employees and applicants and encourage candidates of all backgrounds to apply.