Customer Service Representative - QSA Global

QSA Global, Inc. specializes in supplying state of the art gamma radiography and portable X-ray systems used in non-destructive testing (NDT) as well as high-performance radiation sources used in oil well logging (OWL), industrial processes, and nuclear medicine. With over 100 years of organizational experience, we distinguish ourselves as leading experts in radiation source design and radioisotope solutions.

QSA Global, Inc. is part of ITW, a global Fortune 500 diversified industrial manufacturer of value-added consumables and specialty equipment with related service businesses. The Company focuses on profitable growth with strong returns across worldwide platforms and businesses. The businesses serve local customers and markets around the globe, with a significant presence in developed as well as emerging markets. 

Position Summary

The Customer Service Representative (CSR) acts as a liaison between the company and its customers. The CSR is responsible for managing customer orders, addressing inquiries, resolving complaints, and ensuring a high level of customer satisfaction. This role requires a deep understanding of the manufacturing processes, products, and the ability to communicate effectively with both customers and internal teams.

Core Responsibilities

Order Management:

• Process customer orders accurately and efficiently using the company’s order management system.
• Track orders through the manufacturing process to ensure timely delivery.
• Communicate any changes or delays in order status to customers promptly.

Customer Support:

• Respond to customer inquiries via phone, email, or in-person regarding products, pricing, and availability.
• Provide technical assistance and product information to customers.
• Handle and resolve customer complaints and issues in a professional and timely manner.

Coordination with Internal Teams:

• Work closely with production, labs, shipping, and quality control departments to ensure customer requirements are met.
• Coordinate with sales and marketing teams to address customer needs and preferences.
• Manages inventory of the products working with QSA LaPorte Operations

Documentation and Reporting:

• Maintain accurate and detailed records of customer interactions, transactions, and complaints.
• Prepare regular reports on customer feedback, order status, and service issues.

 Continuous Improvement:

• Identify opportunities for process improvements to enhance customer satisfaction.
• Participate in training programs to stay updated with product knowledge and customer service best practices.

Leadership Expectations:

• Delivers Results. QSA team members execute and deliver. They exhibit strong collaboration and communications skills.  They strive to continually review processes and identify opportunities for improvement.
• Develops and Manages Talent. QSA staff members share skills and knowledge with teammates and seek out personal development, mentoring and training from others.  
• Leads Effectively. QSA team members lead by example and act with integrity in all dealings.  They are open to feedback and learn from mistakes. 

• Education: High school diploma or equivalent; a degree in business, manufacturing, or a related field is preferred.
• Experience: Minimum of 1-3 years of customer service experience, preferably in a manufacturing or industrial environment.

Skills:

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Proficiency in using customer service software and Microsoft Office Suite.
• Ability to understand and interpret technical product specifications.
• Problem-solving skills and attention to detail.
• Mechanical aptitude, experience with Powerlink software, knowledge of radiation, regulatory, and safety principles are desired skills but not required.

Working Conditions:

• Primarily office-based within the manufacturing facility.
• Occasional visits to the production floor may be required.
• Regular working hours, with some flexibility for overtime during peak periods.

Physical Requirements:

• Ability to sit for extended periods while using a computer.
• Occasional lifting of office supplies or product samples (up to 20 pounds).

At QSA Global, Inc. and our parent company ITW, we are deeply committed to the professional growth and career advancement of our employees. Recognizing the potential in our team is a top priority, and we actively foster an environment where high-performing individuals can thrive and progress. Whether through leadership development programs, cross-functional projects, or promotions within QSA and across the diverse ITW businesses worldwide, we ensure that ambitious and talented team members have opportunities to enhance their skills and advance their careers. Our talent development initiatives are designed to not only align with our organizational goals but also support your personal career aspirations, providing a clear path for success at every level of our global enterprise.

Enjoy competitive compensation and generous benefits that includes health, dental, life, and long-term disability insurance, paid parental leave, 401k (with match), and a generous tuition reimbursement program.

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at HR@QSA-Global.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.