Customer Service Representative

HYTORC was formed in 1968. It is the world’s leader in hydraulic torque wrench manufacturing. Our mission is to make industrial bolting safer, simpler and more precise and thus, reliable. With over 40 years of experience focused entirely on engineering new technologies for hydraulic and pneumatic torque wrenches while creating a worldwide 24/7 service network, HYTORC has become the most trusted name in the industry. From steel mills and mines to refineries, chemical plants, fossil and nuclear power plants, wind turbines, equipment manufacturers, gas pipelines, Off-shore drilling (top-site and subsea); we have developed solutions for nearly every bolting application imaginable. For custom projects, our highly experienced engineering team can design the most efficient solution for any job with simple and safe operation and economical pricing in mind. We work mainly with maintenance in heavy industry, where time constraints are extremely tight and the quality of work on bolting jobs cannot be compromised.

General Purpose

The Export Customer Support Associate handles all aspects of supporting our customers across the Globe.

Essential Duties and Responsibilities

• Responsible for over 75 emails a day in conjunction with 15 to 30 calls.
• Clients will be located throughout the world i.e. United States, Spain, Mexico, France, Norway, Japan, Netherlands just to name a few
• Responsible for extensive data entry and acknowledgment of customer orders.
• Schedule tool delivery, review for accuracy, and file accordingly.
• Handle Data Entry into Excel and Great Plains
• Strong follow up skills are required
• Expedite orders with purchasing to meet customer deadlines for items not in stock
• Customers are end users, distributors, independent and corporate-owned offices, and sales representatives. You will be their main point of contact for whatever they need
• Must have thick skin, and ability to work in a fast paced environment.
• Must be flexible with scheduling if additional tasks arise that require overtime, etc.
• Able to work alone as well as in a team environment
• Willingness to learn and be trained
• Primarily and office environment but some issues will need to be resolved in the warehouse, checking stock, etc.
• Learn part numbers and descriptions is a must.
• Suggest equipment and supplies to meet customer needs
• Willing and able to learn a highly technical product quickly
• Diligent/proactive. Must be self-sufficient and able to complete / schedule tasks with little supervision
• Experience with MS Excel and great Data Entry ability.
• Strong relentless follow up skills

Education/Experience Required

• Bachelor’s Degree preferred
• Fluent in Spanish preferred
• Two years’ of prior experience
• Prior experience with Great Plains, SAP or the like.
• Experience handling / supporting a team of Sales Representatives is a plus
• Experience handling customer service in an online chat environment is a plus
• Experience handling heavy volume of phone calls / emails is a plus

Computer Skills Necessary

• Microsoft Office, Great Plains, Accellos, CRM, ERP