Customer Support Representative

Company Description

Syntegon Technology is one of the leading suppliers of process and packaging technology. At over 30 locations in more than 15 countries worldwide, a highly-qualified workforce develops and produces complete solutions for the pharmaceuticals, food, and confectionery industries. These solutions are complemented by a comprehensive after-sales service portfolio. A global service and sales network provides customers with local points of contact. Syntegon Technology operations globally and is responsible for the successful expansion of the service business in North America for Packaging Technology

Job Description

Position Summary

This position manages incoming customer quotes, order requests or questions by phone, fax, email. Evaluate, quote, process, and expedite the requests and questions in a manner that ensures customer satisfaction while meeting company revenue and profit goals. 

Key Responsibilities

• Process customer questions or requests for parts by phone, fax, or email in a timely manner.
• Create and maintain a quick reference customer database organized by site location for all key account customer.
• Provide customers with accurate part pricing quotations and order confirmations.
• Review parts orders and make decisions based on departmental rules and conditions.
• Communicate order status and part number information to internal and external customers.
• Interface with third party vendors to identify, purchase and supply parts to customers.
• Act as the liaison between our customers and our Centers of Competence.
•  Identify and correct inaccuracies found in SAP in relation to customer information, parts, and pricing.
• Partner with the accounts receivables team to resolve past due invoices.
• Process repairs, returns and credit memos in a timely manner.
• Review and use the SAP Complaint Management System and follow up with the customer to resolve their concerns.
• Support the team in gathering market intelligence to secure and enhance market position.
• Recommend process and procedure improvements to management.
• Support general departmental operations.
• Other duties and/or special projects as assigned by the Parts Manager.

Qualifications

Basic Requirements

• Associate degree in related field or equivalent related work experience.
• 3+ years’ experience in customer support role
• 2+ years’ experience working with an enterprise resource planning system (ERP)
• 2+ years’ experience working with Microsoft Office

Preferred Qualifications

• Ability to manage and resolve customer conflicts or issues.
• Excellent written and verbal communication skills.
• Strong organization and time management skills.
• Ability to build relationships with internal and external customers.
• Skilled at working in a fast-paced and changing environment.
• Ability to complete work with minimal supervision.
• Experience reading technical documents.
•  Knowledge and experience working in SAP.
• Bi-lingual skills in Spanish or German, highly desired.

Additional Information

Syntegon Technology is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

• FIRST Robotics (For Inspiration and Recognition of Science and Technology)
• AWIM (A World In Motion)

By choice, we are an Equal Opportunity Employer committed to a diverse workforce.

NOTE: All official Syntegon job postings can be found at www.syntegon.com. Successful candidates asked to participate in the hiring process should expect to speak to the hiring team by telephone and in person at one of our Syntegon office locations (Decatur, Oldsmar, Raleigh, New Richmond, Minneapolis and Allendale) prior to the job offer.

The expected compensation range for this non-exempt position is between $55,000 to $65,000 per year based on a full-time schedule.

Compensation for roles at Syntegon varies depending on a wide array of non-discriminatory factors including but not limited to the specific office location, role, degree/credentials, relevant skill set, and level of relevant experience. At Syntegon compensation decisions are dependent on the facts and circumstances of each case. Total rewards at Syntegon include salary + bonus (if applicable) + benefits.

The welfare of our employees’ matters to us. Therefore, Syntegon offers a generous and attractive benefits package that meets our employees’ needs.

Benefits:

• pension plan
• extended benefits to include: dental, vision, and prescriptions
• Life Insurance
• Long Term Disability Insurance – Employer paid

*Union varies

• Education Assistance Program
• Paid Time Off
• Employee Assistance Program

Syntegon Technology is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) initiatives:

• FIRST Robotics (For Inspiration and Recognition of Science and Technology)
• AWIM (A World In Motion)

By choice, we are an Equal Opportunity Employer committed to a diverse workforce.
We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.