Customer Service Representative

Overview

About Enerpac Tool Group

Enerpac Tool Group is a premier industrial tools and services company serving a broad and diverse set of customers in more than 25 countries. The Company'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 Milwaukee, Wisconsin. Enerpac Tool Group trades on the NYSE under the symbol "EPAC".

Our vision is to be our customer's preferred partner through relentless innovation of industrial tools and services that help them safely and reliably tackle their toughest jobs around the world.

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

What the role is about

Business Contribution: The Customer Sales Representative supports the branch location and answers inbound sales enquiries directly from existing and potential new customers. The Customer Services Representative is responsible for the internal support of sale and rental activities, fulfillment cycle from order to invoice and prompt resolution of customer issues. The success is measured by achieving monthly, quarterly, and annual objectives, while ensuring the expected customer experience and satisfaction targets are met.

What will you do

• Support the whole Commercial Team to meet or exceed monthly, quarterly and annual sales goals.
• Responsible for order to invoice management process and coordination of support activities between sales, operations, and finance.
• Establish, maintain and enhance customer relationships by maintaining accurate records
• Provide accurate product information, availability & pricing, delivery timelines, specifications and payment terms as required
• Timely enter orders into the ERP system, identify issues with product supply chain and proactively communicate between stakeholders to resolve problems
• Proactively communicate with Customers to better understand business needs, priorities and expectations
• Monitor customer concerns and issues and taking actions to ensure effective and prompt resolution
• Provide support to the Commercial Team by assisting with updating opportunities in CRM and completing the sales cycle through an active follow-up on open opportunities
• Provide active support of marketing initiatives and new product launches by offering technical information to Customers
• Assist with a resolution of the order placement issues via Company own online portal
• Efficiently collaborate internally to ensure all customer expectations are met
• Provide Commercial Team with additional administrative support, as necessary
• Represent the Company in a professional manner at all times
• Follow the published processes and comply with all company policies and procedures
• Actively contribute with continuous improvement of customer services by offering improvements in process or procedure
• Support Enerpac Tool Group sales across the business for Enerpac, Larzep, Simplex and Hydratight products

What makes you an ideal candidate

Education and Experience:

High school diploma or equivalent and a minimum of 4 years experience in Inside Sales, Sales Support or Customer Service. A college diploma or technical degree preferred.

Knowledge and experience in industrial equipment and/or rental industry, supporting high volume sales via distribution channels and service industry support experience is preferred.

• A solid team player with proven customer support experience
• Exceptional phone and interpersonal skills with ability to communicate effectively with a diverse group of internal and external stakeholders
• Ability to self-learn and develop technical understanding of Enerpac product range to efficiently support sales
• Strong analytical and effective problem-solving skills
• Ability to multi-task, prioritize and adapt to schedule changes
• Strong organizational skills and attention to detail
• Familiarity with CRM and ERP systems and practices
• SalesForce and Oracle experience is preferred
• Full proficiency in MS Office applications (Excel, Word, PowerPoint, MS Teams)
• Experience in utilizing Business Data Intelligence solutions (Power BI or equivalent) to increase customer satisfaction is highly preferred

Enerpac Tool Group Values

Be an ambassador for the businesses and ensure that Enerpac Tool Group Values always come first:

• SAFETY - Safety is our highest priority and is at the heart of everything we do.
• INTEGRITY - We will act with honesty and transparency and always do the right thing.
• OWNERSHIP - We will own our commitments, act with a sense of urgency, and deliver what is expected of us on time, or ask for help early enough.
• TEAMWORK - We will act as one Enerpac team, operate with an enterprise-wide mindset, and support each other to deliver for our stakeholders.
• AGILITY - We will act with purpose and speed, and we will adapt quickly to changing circumstances.

What we offer

Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees.

*Benefits & Perks vary by Country.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please reach out to us at: recruiter@enerpac.com

If you're looking for a unique, exciting career with variety and potential for growth, Enerpac Tool Group offers challenges & extraordinary rewards for people on a global scale.

Never Compromise – choose ETG

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