Customer Care Representative

Conair, part of the PiovanGroup, is a leading producer of auxiliary equipment for the plastics processing industry. We make and market over 450 different products, including resin-drying systems, blenders, feeders and material-conveying systems, temperature-control equipment and granulators. Extrusion solutions include gravimetric control systems, film and sheet scrap-reclaim systems and downstream equipment for pipe and profile extrusion. Conair is also a leader in plastics process integration, engineering and installing complete manufacturing systems that help plastics processors manage their valuable raw materials, handle their critical manufactured parts, and improve their process yield.

Position: Customer Care Representative

Location: Franklin, PA

Role

The Customer Care Representative is responsible for providing “first touch” support to Conair parts customers. You will answer phones, chats and emails, log incoming requests, and provide basic Parts support, such as completing customer quotations and parts order entry, checking the status of open orders and investigating lead times and technical questions with other departments. Detailed issues will be properly forwarded to Parts Specialists. This position reports to the Parts Manager and is located in Franklin, Pennsylvania.

Key Responsibilities

• Provide customer parts quotes and order entry via phone, fax, and e-mail; work with customer web portals;
• Perform quote follow-ups;
• Provide diagrams, manuals, and other literature to customers as requested;
• Work in SAP and other Conair systems to provide parts quoting and place orders;
• Follow up on open orders, providing customers with timely information about their parts;
• Inform Engineering, Manufacturing, and other relevant internal departments of product quality issues;
• Direct customer inquiries for all internal and external customers, service technicians, and sales groups to the appropriate resource in the service department or spare parts department. This activity requires screening, appropriation of correct files, documentation, serial number, etc.;
• Provide basic product support for customer inquiries received via e-mail, telephone and chat;
• Able to close at least 10% of incoming issues without passing to a Specialist.