We are currently seeking an experienced Customer Service Representative who is seasoned in a product driven environment (Industrial products are a big plus). This is a very important position for HYTORC. Our Customer Service Representatives interact with different types of clients and vendors. Flexibility is needed in order to learn how our customers are handled. We are looking for an individual that displays a pattern of going above and beyond the call of duty in order to deliver the level ofWORLD CLASS Customer Servicethat the HYTORC brand stands for.Essential Duties:Handle 75-100 emails per dayHandle 50-75 phone calls per dayService clients located all over North AmericaSchedule, communicate, and file documents regarding tool deliveryEnter data into Excel, SAP (ERP) and other softwareCoordinate any missing components for orders with purchasing (some products may not be in stock and may have to be placed on backorder)Learn part numbersSuggest equipment and supplies to meet customer needsFOLLOW UP SKILLS - CONSTANT FOLLOW UPSEnter billing data and then review to ensure:Proper documentation is provided by CustomerCustomer is being billed accurately according tocurrentprice lists & current global agreementsReconcile inventory on invoice by matching the SKU to what is on the orderThe correct amount is applied for shippingThe correct account is being used for the customerProvide customer with copy of order when completedHandle requests (when necessary) for:Third-party charges (i.e. shipping)Exceptions to normally required documentationPrice changesAnswer both internal and external questions (Internal- Salespeople, Territory Managers, Customer Service, etc. External- end users / customers)Communicate with customers directly via phone/email to assist with:Billing/AccountingCustomer account verifications (when necessary)Date(s) of purchase informationRepair historyWarranty information - answer questions/provide information regarding statusCustomer ID informationMonitor the "Domestic Box" and forward any faxes submitted by customers to the appropriate department, then file those faxes accordinglyRequirements:Willing and able to learn a highly technical product quicklyStrong relentless follow up skillsMUST BE a self-starterMust be diligent / proactiveExperience in an environment with an actual commodity, product or physical objectAbility to move/lift on occasion and go into warehouse environment in order to resolve inventory issues and/or answer questions accuratelyAptitude with both Technical Support and Sales Support with regards to (tooling / physical product / commodity & accessories)Must have thick skin, this is a fast paced, high intensity environmentAble to work alone or as a part of a teamDisplay a willingness and disposition to learn and be trainedProficient with Microsoft suite and computers in generalStrong writing and speaking skillsPreferred:Prior experience with SAP B1, Great Plains, or similar ERP systemExperience handling / supporting a team of Sales Representatives is a plusExperience handling customer service in an online chat environment is a plusExperience handling heavy volume of phone calls / emails is a plus#ZR