Sr. Customer Service Representative

ACS Group is a privately held company that designs and manufactures comprehensive lines of auxiliary products for the plastics processing industry. ACS Group maintains an expansive product line, which includes size reduction equipment (granulators and shredders), material conveying equipment, metering and blending devices, heat exchangers (mold temperature control units and chillers), drying systems, and presses. These products are marketed under such recognizable brand names as AEC, Sterling, Cumberland, Wabash and Carver.

Manufacturing facilities are located in New Berlin, Wisconsin and Wabash, Indiana with a third facility located Suzhou,China to handle the needs of the Asian market.

We are currently seeking a Sr. Customer Service Representative for our New Berlin, WI facility. This person will be responsible for being the subject matter expert on our Size Reduction Product Line.

A successful candidate will be responsible for:

• Field incoming phone calls, faxes, and emails from customers and process new parts orders in a highly professional and proficient manner
• Issue Returned Material Authorizations and track RMA activity within the ACS facility as necessary
• Be an integral part of driving growth of the Size Reduction Aftermarket Parts business
• Work with sales in negotiating pricing and discounts
• Work cross-functionally with Supply Chain to control inventory
• Conduct the necessary research of bills of material (BOM) and engineering drawings to identify the correct replacement parts for customers' specific models
• Use the company's Materials Resource Planning (MRP) system to generate quotes for every parts order
• Follow up on all open quotes to pursue potential parts sales, and record reasons for unconverted quotes
• Provide answers to simple technical questions from customers regarding ACS's products & parts
• Use telemarketing and other marketing techniques to support departmental Parts Marketing Programs in an effort to grow the parts business
• Provide departmental backup as required and support all department goals
• Other duties as required

• BA (preferably Marketing and/or Communications) strongly preferred
• 7-10 years of high level experience in customer support call center environment, preferably with some version of Automated Call Distribution program
• 7-10 years of experience processing parts orders and RMA's
• Experience with reading and analyzing engineering bills of material
• Experience with computer MRP/ERP programs - international parts orders experience helpful
• Experience with building and maintaining client relationships
• Knowledge of basic computer programs and intermediate to advanced skills in Microsoft Office products
• Excellent verbal and written communication skills
• Ability to think independently and strategically
• Follow all company guidelines and policies
• Represent the company in a professional and positive manner at all times
• Knowledge of plastics industry and related process control equipment
• Telemarketing and other marketing experience to support departmental Parts Marketing Programs in an effort to grow the parts business