Customer Service Representative - ECS (Engineered Customer Solutions)

Position Overview

• Detail-oriented and thorough, the Customer Service Representative for ECS (Engineered Customer Solutions) will process orders and interface with many internal departments as well as the sales team.  Accuracy and data integrity is important to this role; therefore, the Customer Service Representative will take initiative to clarify or verify information that seems questionable, proactively seek information from internal individuals and departments when details are missing, ask the right questions to solve questions and discrepancies, and overall take responsibility for how an order is processed or what needs to happen if changes are made.  Ultimately, this customer-focused associate is driven to produce good work to ensure customer satisfaction.
• The position is based at the Canal Street facility for the Rexnord Gear Group in Milwaukee, WI.

Key Accountabilities

• Primary responsibility will be to process complex orders, and help ensure on time delivery for engineered-to-order gear drives.
• Responsible for order accuracy from order placement to shipping.
• Interface with Key Account Managers on large project orders; may be assigned to key customer accounts.
• Provide detailed instructions to engineering and design team.
• Select appropriate Bills of Material from Guidesheets.
• Verify customer selections and pricing.
• Other duties as required, including some production planning.

Job Requirements

• High School Diploma or equivalent is the minimum education requirement.
• 2 years of experience in customer service required.
• Proficiency in Microsoft Office Suite.

Desirable Experience, Capabilities and Success Factors

• Associate's or Bachelor's degree preferred.
• Must have a strong customer focus, great interpersonal skills, a "can-do" attitude, and ability to develop a comprehensive knowledge of the [Company] Gear Group’s highly engineered products.
• Previous experience with, and in-depth knowledge of, order entry systems and other relevant system applications.
• Must be detail oriented and perform work with a high level of accuracy.
• Ability to think on feet and know how to or learn how to ask the right questions of the appropriate invidivuals or departments to solve problems, problem solve discrepancies, or obtain needed clarification.
• Requires sufficient technical and mechanical aptitude to learn the products, and to communicate with engineers, planners, and assembly floor associates.
• Ability to read and understand engineered drawings.
• Ability to select appropriate Bills of Material from Guidesheets.
• Must be able to thrive in a fast-paced, continuous improvement environment that may constantly evolve and change.
• Previous experience in a metrics-driven environment
• Any prior exposure to or experience with Lean, Six Sigma, or continuous improvement in general is also beneficial.