Lifecycle Services is a global service organization specializing in supporting customers in the processing, packaging and material handling markets.

As a service partner, Lifecycle Services delivers an equipment lifecycle management program shaped to meet customer needs. We are equipped to advance priority access to critical parts, deploy factory-trained equipment experts and master technicians on-site, and help execute an asset management plan including installation, start-up, maintenance and modernization.

We are currently seeking an experienced Customer Service Representative to join our Lifecycle Services Team based out of our Foodmate facility in Ball Ground, Georgia.

POSITION SUMMARY:

The primary responsibility of this position is to provide efficient, complete customer service to both external and internal customers, contributing to the growth of the aftermarket parts business. This position will interact mainly with our customers, Shipping and Receiving, Purchasing, and Service teams.

POSITION DUTIES & RESPONSIBLITIES include the following. Other duties may be assigned.

Respond and/or triage inbound customer phone calls. Manage incoming quote requests in total, in a timely manner. Manage and process incoming customer purchase orders in total, in a timely and efficient manner. Proactively answer reasonable customer inquiries in full, reducing re-handling of requests. Build rapport and relationship with customer by asking questions about current and future business plans leading to parts sales growth. Offer service products to customer such as audits, training, preventative maintenance agreements, etc. Enter new data and update records across multiple software systems to ensure consistent, aligned information (e.g., Salesforce, Entytle). Learn basic technical information across product lines to troubleshoot fundamental customer questions. Engage service technicians when answering complex customer inquiries. Serve as resource for external customer questions; when necessary, refer calls or emails to appropriate cross-functional area(s). Serve as resource for external customers and internal cross-functional departments to assist in servicing the customer. Process Return Material Authorizations (RMAs) in total, in a timely manner, coordinating with the Receiving department as well as the customer to ensure the return is handled correctly. Manage backorder log so that parts ship timely. Ensure inventory data is correct by communicating discrepancies to Purchasing, Receiving and Inventory Control. Answer and process afterhours customer calls or emails, as scheduled.  Note: This requires on-call rotation for evenings, weekends, and holidays. Other duties as assigned.

POSITION SPECIFIC COMPETENCIES:

Customer-focused mindset. Written and oral communication proficiency. Collaborative contributor; team-oriented personality. Working knowledge and experience with technical drawing interpretation, part drawings, and sub-assembly documentation a plus. Detail oriented. Critical thinker, problem solver. Computer proficiency- MS Word and Excel, Salesforce, ERP. Multi-tasker in a fast-paced environment. Bilingual, Spanish-English, a plus

POSITION REQUIREMENTS: 

Associates Degree preferred Knowledge of machine and machine components, a plus. Prior experience in manufacturing environment, preferred. Technical aptitude preferred.

PHYSICAL REQUIREMENTS: 

Frequently required to sit, stand, walk, talk, or hear; uses hands to finger, handle, or touch objects or controls.  The noise level is usually quiet to moderate but can be excessive in manufacturing and processing environments.  Vision abilities required by this job include color and close vision.  The employee is occasionally exposed to mechanical parts.  Occasional travel in an airplane and automobile may be required.  May need to lift and/or carry components up to 20 pounds on occasion.

 

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. While performing the duties of this job, the employee is will work in a climate-controlled office environment but will at times be exposed to interacting with team members in a non-climate-controlled warehouse where there are moving mechanical parts. The noise level in the work environment is usually moderate.

BENEFITS:

Shared company-paid premium health benefits with buy-up options. Health Savings Account (HSA) options Company-paid telemedicine program. Company paid Long-term Disability Plan and Basic Life and AD&D. 401(k) employer matching plan. Company discount program for you and your family (e.g., concerts, sporting events, health and wellness, travel, gifts and more!). Employee Assistance Program (EAP) that assists with guidance on childcare, financial planning, pet care and more.

Duravant maintains a drug-free workplace and is an equal employment opportunity (EEO) employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, marital status, disability, veteran status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should contact Duravant Human Resources Department to request accommodation. In addition to federal law requirements, Duravant complies with applicable state and local laws governing nondiscrimination in employment in every location in which the Company has facilities. Must satisfactorily pass background check, post-offer drug screen, and physical prior to employment. Duravant participates in E-Verify.