Customer Service Representative

Customer Service Representative

Flow International Corporation, a Shape Technologies Group company, is a global leader in advanced cutting and forming solutions, including ultrahigh-pressure waterjet, fiber laser, and press brake technologies. Building on decades of innovation and engineering expertise, Flow delivers solutions that help manufacturers and fabricators cut faster, form smarter, and achieve exceptional results. Committed to innovation, reliability, and unmatched customer support, Flow serves a wide range of industries worldwide.

At Flow, we foster a culture of innovation, collaboration, and respect. We take on real manufacturing challenges, push technology forward, and hold ourselves to a high standard. Here, your ideas matter and your work makes a measurable impact on our products, our customers, and the industries we serve.

The Customer Service Representative will perform the duties and responsibilities of quoting, order processing, and shipment tracking to drive customer satisfaction.

Essential Duties And Responsibilities:

• Expedite, process and input customer orders by exercising approved authority within given guidelines/policies to ensure completed delivery of customer orders.
• Assists with the processing and troubleshooting e-commerce orders and various web-based requests.
• Provides timely response to inquiries regarding production, assembly, accounting, and shipping concerns.
• Reports detailed customer notes and trouble tickets via internal CRM tool.
• Maintain customer records and files.
• Function as liaison between customers and Flow International associates to facilitate quick resolutions of customer requirements or concerns.
• Provide software registration assistance for customers.
• Work with Technical Services to help provide part numbers for basic consumable parts to customers who request them.
• Actively participate in aftermarket sales, including making outbound calls and providing promotional information to customers.
• Responsible for helping the customer care team meeting annual, quarterly, and monthly business goals.
• Attention to detail for accuracy.

Supervisory Responsibilities: None

Travel: None

Compensation & Benefits:

• Compensation: $22.00-$25.00 annually, depending on qualifications and experience.
• Comprehensive benefits package, including medical, dental, vision, and life insurance.
• 401(k) plan with company matching contributions.
• Paid time off (PTO) and disability insurance.
• Tuition reimbursement for approved educational programs.
• Ongoing career development and training opportunities.

Qualifications:

• Relentless customer advocate, experienced in finding solutions to improve relationships and drive growth.
• Intermediate level of analytical ability where problems are complex.
• Strong verbal and written communication skills.
• Ability to work independently.
• High level of interpersonal skills to work effectively with others, solicit input from customers, and obtain cooperation from associates in other departments.
• Innovative/creative thinking.
• Quick learner able to adapt quickly while in learning mode.
• Ability to work remotely in a home office when required.
• Demonstrated ability to prioritize and manage multiple tasks.

Education and Experience:

• High school graduate or equivalent training.
• Minimum of two (2) years of experience in a customer service role.
• Familiarity with e-commerce websites.
• Familiarity with various computer systems, web-based programs, and phone experience.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.