Customer Service Rep

nVenia, a member of the Duravant family of operating companies, is a manufacturer and supplier of integrated solutions and packaging equipment machinery. With over 300 years of combined experience, our long-standing brands of Arpac, Fischbein, Hamer and Ohlson serve end customers in the consumer-packaged goods, food and beverage, industrial, and other markets.

nVenia is committed to a culture that promotes long term career satisfaction and provides an opportunity for personal and professional growth. We succeed by operating within our core values of Integrity, Teamwork, Respect, Sense of Urgency and Winning Spirit. At nVenia, we offer an excellent total rewards package that includes:

• Competitive compensation
• Comprehensive benefits package designed to support our employees’ health, well-being, and financial security
• Work/life programs designed to provide a safe, secure, and balanced environment
• Education and training programs to develop and grow a high-performance workforce
• Performance-based rewards

Located in a brand-new facility in Wood Dale, we are seeking a Customer Service Rep (CSR), responsible for providing customer service excellence with every customer interaction.  The CSR will assist customers to identify the correct part and/or solution for their needs (equipment), sell the solution and process the orders for prompt delivery. They will work with a sense of urgency to follow up on open quotes, process customer quotes and orders, and work cross functionally with various teams (such as engineering or field service) to provide assistance where necessary.

ESSENTIAL RESPONSIBILITIES

• Responsible for delivering a personalized customer experience by understanding customer needs, providing solutions, and ensuring it is delivered accurately and promptly. 
• Assist customers to identify the parts they require for their specific machines utilizing the ERP system, Bill of Material system, machine manuals and assembly and part drawings.
• Capture customer issues and coordinate with Field Service Team, Engineering and Final Assurance to assist customers in troubleshooting any technical problems. 
• Follow-up on open quotes by contacting customers to complete the sale. 
• Process customer quotes and sales orders quickly for prompt delivery.
• Provide status updates to customers on order progress.
• Develop client relationships as first point of contact for any customer inquiries.
• Execute special promotional offerings by explaining to customers the benefits and value of the promotion.
• When purchased parts are not available in the stockroom, work with the Materials Team to arrange “Drop Shipments” from our vendors to the End User.
• Work with the Materials Team to arrange “same day shipments” when customers need parts expedited to their facility.
• Issue Return Authorization numbers to customers for warranty and/or defective parts.  Issue appropriate credits. 
• Follow-up on open RMA’s to ensure that the parts are returned to nVenia.
• Assist the Director of Aftermarket Services on special assignments designed to both drive revenue and improve operational efficiencies.

POSITION REQUIREMENTS

• 2-5 years of experience in Inside Sales or Customer Service.
• Associates degree preferred.
• Some experience with ERP Systems, Microsoft Office Suite and Salesforce.
• Some ability to read blueprints.
• Prior experience in a manufacturing environment, with knowledge of machines and machine components preferred.

PHYSICAL REQUIREMENTS

Frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls.  On occasion, may be required to climb and work in high places, stoop, bend or reach above the shoulders. 

The incumbent must occasionally lift, push, or pull up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The position is an office-based position with potential visits to the manufacturing area. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function.