Customer Service Representative – Technical Products

$32.00-34.00/hour

1st Shift

Contract To Permanent

Description 

As a Customer Service Representative – Technical Products, you will play a critical role in supporting rail transit systems that keep communities moving. Serving as the primary point of contact for customers, you will help coordinate quotations, manage orders, and facilitate solutions by working closely with engineering, supply chain, product management, and factory teams. 

In this role, you will act as the customer's advocate, ensuring inquiries are addressed promptly, quotations are delivered accurately, and issues are resolved efficiently. Success requires strong communication skills, attention to detail, customer focus, and the ability to coordinate multiple activities in a fast-paced environment. 

This contract-to-hire position provides valuable exposure to commercial operations, technical products, and customer relationship management within a leading transportation technology organization. High-performing individuals may have opportunities for expanded responsibilities and future career growth. 

Comprehensive product and process training will be provided to help the successful candidate develop expertise in rail traction power equipment and our business systems. Early-career professionals as well as experienced customer service representatives are encouraged to apply. 

Customer Support & Relationship Management 

·       Serve as the primary point of contact for customer inquiries related to parts, services, and equipment. 

·       Build and maintain positive working relationships with customer technical, maintenance, operations, and procurement personnel. 

·       Provide timely and accurate responses to customer requests and service inquiries. 

·       Proactively communicate order status, quotation updates, delivery schedules, and issue resolution progress. 

·       Act as the customer's advocate by coordinating internal resources to address customer needs and concerns. 

Quotation & Order Management 

·       Receive and process customer requests for quotations. 

·       Coordinate with engineering, product management, sourcing, and factory teams to obtain pricing, lead times, and technical information. 

·       Prepare and deliver customer quotations in a timely manner. 

·       Create and manage sales orders, purchase orders, and order revisions in SAP. 

·       Monitor order status and support timely shipment, invoicing, and fulfillment of customer requirements. 

·       Maintain accurate records of customer activity, quotations, and orders. 

Problem Resolution & Internal Coordination 

·       Research customer inquiries and coordinate with internal subject matter experts to provide accurate information and solutions. 

·       Work with engineering, operations, logistics, sourcing, and factory teams to resolve technical, commercial, and delivery-related issues. 

·       Escalate customer concerns when necessary and drive issues to resolution through effective communication and follow-through. 

·       Coordinate responses to requests for product information, technical documentation, replacement parts, and service support. 

Reporting & Compliance 

·       Prepare periodic reports related to quotations, orders, backlog, and customer activity. 

·       Adhere to our policies, procedures, and applicable business requirements. 

·       Support continuous improvement efforts focused on customer satisfaction and operational efficiency.