Customer Service Representative

Customer Service Representative

NHV Americas, Inc. (NHV-A) is seeking an extremely organized, highly motivated, and customer-focused individual to work with our team as a Customer Service Representative in Methuen, MA. This person will be responsible for providing exceptional service and support to our valued customers, ensuring their satisfaction, and consistently exceeding their expectations. In this role, they will have the opportunity to interact with clients via email, phone, and Teams meetings to address and resolve inquiries and concerns related to our machinery products. As a primary point of contact for customers, they will play a crucial role in representing our company and providing a positive experience.

Job Duties and Responsibilities

1. Serve as the primary point of contact for daily communications between NHVA and NHVC in Japan.
2. Prepare and respond to Requests for Quotations, Purchase Orders, Invoices, and Shipping Documents.
3. Record and document all exchanges per current administrative policies.
4. Serve as a key point of contact for customers, responding to their inquiries received via phone, email, or fax, and providing information about our machinery products.
5. Working with the General Manager to handle customer issues and ensure a timely resolution, demonstrating professionalism and empathy.
6. Manage and track customer orders, ensuring accurate and timely delivery.
7. Assist the GM with the organization of annual customer maintenance services and follow up with the organization of after-service records, invoices, and quotations for replacement parts.
8. Develop a general understanding of our machinery products, to be able to direct inquiries to the correct person.
9. Collaborate with our small cross-functional team that includes Sales, Manufacturing, Services, and Engineering to ensure seamless customer support.
10. Maintain and organize accurate customer records and files, ensuring all information is up to date.
11. Assist with the transition to a new sales processing system.

Qualifications

• Previous experience in a customer service role, preferably in the machinery industry.
• Excellent communication skills, both verbal and written, with a strong emphasis on customer satisfaction.
• Strong problem-solving abilities, with the capability to identify and resolve issues promptly and effectively.
• Detail-oriented and highly organized, able to manage multiple tasks and prioritize effectively.
• Ability to work in a fast-paced environment with a high degree of independence.
• Proficient in using computer systems and software, including Microsoft Office suite specifically, Excel & Word. Experience with SharePoint a plus.
• Ability to work collaboratively as part of a team to achieve common goals.
• Initial work requirements are 4-6 hours per day, 5 days per week and eventually moving to a full-time position for the right person.
• Previous experience as an office administrator is a plus.
• Multilingual (any of Spanish, Portuguese, Japanese) is a plus.
• Experience improving office processes & procedures is a plus.

The compensation range for this position is between $22 to $30 per hour. Compensation may vary depending on a number of factors, including a candidate's experience, qualifications, skills, competencies and location. Base pay is one part of the total compensation and benefits package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives.

NHV Americas, Inc. (NHV-A) is part of NHV Corporation, a subsidiary of Nissin Electric Company. Formed in 1957, we design, manufacture, and service Electron Beam Processing Systems ("EPS") that beneficially alter the structure of materials. Applications for the EPS include crosslinking, curing, grafting and sterilization.NHV Americas, Inc. (NHV-A) offers products and services related to Electron Beam.

NHV-A is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, national origin, disability, age, genetics, protected veteran status, or any other characteristic protected by law.