Technical Customer Service Representative

Job Title

Gorbel's mission is simple: We improve people's lives. That mission guides everything we do, from the products and service we provide to our outside customers to the work environment we foster for our employees. We are a manufacturer of material handling and fall protection products for the production and warehouse/distribution sectors. We're on the cutting edge of manufacturing and distribution; a thriving, growing company that is constantly seeking out new ways to innovate and elevate our products and our processes - and we're looking for people like you to join us in that mission. We're currently hiring for open positions in the US and Canada. We operate in Canada as Engineered Lifting Systems and Equipment (ELS)/DBA Gorbel Canada, and subsequent communication related to Canadian positions may show the ELS name. You may be contacted by phone by recruitment personnel based in either Canada or New York.

Work Shift: Job Description:

These employees have fully mastered all aspects of their position. They work independently with little to no oversight. To advance to a Level III/ Senior an employee must be A Class Above in Behaviors, Results and Improvement on their most recent performance review. The employee cannot have a written warning or higher in the last 6 months. To advance to Level III/ Senior the employee must consistently demonstrate intermediate skills of the job indicated below. They must meet the quality and productivity standards set by the department with 75% accuracy for a minimum of 6 months. Please refer to the Level III/ Senior profile for additional information.

Job Description

This position provides technical sales support to Dealer and the end users of Gorbel Products. This person will provide personalized service to meet the customer time and quality expectations. Additionally, this person will understand the unique customer needs and translate them into cost effective solutions.

Responsibilities

Working within a team structure the successful Technical CSR will:

• Communicate both external and internal customer requirements
• Establish and maintain a professional relationship with all customers
• Communicate customer needs and desires effectively throughout the organization and collaborate to resolve issues
• Provide written quotes and/or process orders for all Gorbel product lines
• Escalate all newly discovered solution data and knowledge to the knowledge repository editors
• Work well under pressure using excellent time management techniques
• Participate and collaborate in team settings and cross-functional teams to improve products and/or service to all our customers
• Possess good presentation skills allowing them to provide training to reps, dealers and internal customers
• Work within existing process guidelines; develop new processes as needed to provide a consistent and seamless interaction with our customer base
• Be willing and able to travel on a limited basis
• Familiarity with blueprint reading and interpretation as well as interpreting end-user bid specifications

Required Qualifications

3+ years customer service or technical sales background

Strong mechanical aptitude and a basic understanding of electrical components (will be given a mechanical reasoning test)

Fluency with MS Office Suite products

Strong attention to detail

Strong communication skills both written and verbal as well as a willingness to give and receive feedback and act on opportunities for improvement

Problem solving, negotiating, time management and conflict resolution skills

Preferred Skills

Industrial or material handling background

Working knowledge of electro-mechanical systems and components, reading electrical schematics and mechanical drawings

Associates Degree in a technical discipline or equivalent technical education