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Customer Service Representative

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

CategoryCustomer Service



The Customer Service Representative will deliver superior customer service via phone and e-mail to our existing client base. Deliver excellent customer service while increasing customer satisfaction, enhancing relationships and delivering expert problem resolution. Investigate customer needs and devise methods to improve the overall effectiveness between customers, both internal and external.

Essential Duties & Responsibilities

  • Daily reconciliation report

  • Maintain Machine Installations - Transfer Installation session and Maintain Contract Installments Sessions

  • Deviate Machines from Daily Sales Orders for Direct Shipment

  • Cancel Deviations as needed and Maintain Contracts and Contract Installments

  • Input User Fee into ERP system

  • Change Request for machines and Contracts-route to accounting

  • Input Machine Upgrade Requests (MUR) - components

  • Maintain Beta Sites

  • Enter Machine Transfer(s) in ERP system

  • Receive paperwork from distributor, sales reps etc., process transfer in ERP system transferringmachine from one Distributor/End-User to another Distributor/End-User

  • Correct and maintain all machine movements in ERPsystem

  • Process Return Machines in ERP system

  • Receive paperwork from receiving dock

  • Date stamp, verify paper work- Return Machines, Goods Received Note, Return MachineAuthorization, Installation Components by Return Authorization and Freight Bill

  • Enter location number for each machine returned (ex: 9000003- scrap, 9000063-micro etc.)

  • Maintain Installations, return and date, cancel deviation if there is one- Maintain Contractsin Contract Installments Sessions - send to Accounting

  • Set-up and maintain End-Users information in ERP system

  • Maintain Service Locations in ERP system

  • Input weekly CRM Report Results

  • Input weekly Closed Call Report Results

  • Run monthly Shipments, Returns, Transfers into Monthly Machine Report (Excel)

  • Request and send Current Machine Lead Times to Sales Force

  • Assist Distributors with machine maintenance records, questions or concerns

  • Work one on one with Distributors to keep machine records up to date and accurate

  • Assist Sales Personnel as needed with questions, forms, etc.

  • Quarantine machines upon Return - per Legal Request - Maintain Installation Session

  • Order Entry

  • Work with Accounting, Engineering, Legal, Manufacturing, Marketing, Sales and Tech Service - in regards to Machine Installations.

  • Other duties as assigned by manager.

Position Requirements


  • High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience..

LocationConcord Township, OH