Job Description

This position offers excellent health benefits, 6% 401(k) match, paid vacation and sick time, 10 paid holidays, paid volunteer time, and more!

The customer service representative (CSR) fulfills the roles of order entry and customer service. They support customers by providing helpful product and order status information through quotes and emails, answering questions, and responding to customer issues. They enter customer orders into the Fives Oracle ERP system. The CSR works alongside other agents to answer general inbound calls. They place outbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention. The CSR follows basic procedures and scripts, using their training to navigate the Fives' customer information systems, product databases and/or order system along with a basic knowledge of company, services, and products.

DUTIES & RESPONSIBILITIES: All duties and responsibilities are essential functions of the position. Other duties and responsibilities may be assigned.

• Responds to customer questions, explains available services, corrects errors, provides information on pricing, takes orders, develops leads, and/or sells products and services.
• Performs Restricted Party Screening for all inquiries and orders
• Passes more complex customer inquiries to higher level Call Center Representatives/Technical Support
• Process domestic and export quotes
• Process domestic and export orders into Oracle-based computer system
• Effective, accurate and efficient processing of all customer requests (quotes, orders, RMA's, reschedule notices, parts inquiries)
• Process and manage large complex orders
• Process emails and faxes
• Research spare parts for customers
• Call Center team member
• Assist Domestic Sales offices, European entities, and Distributors with quotes, orders and inquiries
• Interact with and provide support to sales force
• Interacts effectively with individuals at all levels of the organization
• Comply with all company work rules, policies to ensure optimum safety
• Ability to travel up to 5% with potential additional travel

EDUCATION & EXPERIENCES:

• Minimum of 2 years of experience in a customer service related position
• Experience in manufacturing customer service preferred
• Distributor experience.
• Proficient Microsoft Office applications (Outlook, Word, and Excel)
• Prior order entry and quote experience
• Prior export order and quote experience
• Basic export compliance knowledge
• Prior Oracle experience is a plus
• High School Diploma or GED

To view additional opportunities within the Fives Group please visit our career page, https://www.fivesgroup.com/careers

Company Description

Fives North American Combustion, Inc., was established in 1918 in Cleveland, Ohio and is a world leader in industrial combustion. Fives North American Combustion's parent company, The Fives Group, is an industrial engineering group which designs and supplies process equipment and plant facilities to major industrial players throughout the world. Headquartered in Paris, France Fives provides integrated process solutions to the aluminum, steel, cement, glass, sugar and automotive markets. We are committed to new product development as well as our ongoing engineering, designing, and manufacturing of a wide range of industrial products including: burners, blowers, valves, regulators, flame safety systems, burner and furnace controls. Fives North American Combustion, Inc. serves a diverse set of industries including: Steel, Aluminum, Copper, Forging, Gypsum, Glass, Brick, Paper, Heat Treat, Ceramics, Incineration, and Air Heating. Fives North American Combustion has a strong global presence through the efforts of our direct sales force, subsidiaries, international distributors and licensees. Our headquarters is in Cleveland, Ohio where we support business operations, research and development, engineering, inside sales, and manufacturing.