Inside Support Associate

PURPOSE

• The purpose of this position is to provide “single point of contact” world class support to customers, sales personnel, and all internal operations 
  in line with corporate objectives.

ESSENTIAL DUTIES

• Work in an Operational Center environment communicating with customers via telephone and email while utilizing a ticket-based system assisting with Order Processing/Maintenance and Product Support.
• Order support to include, but not limited to the following: 
• Order Entry and maintenance. (Fax, email, phone, EDI, SMC Customer Connect, Supplier Connect and Specialty Customer Portals).
• Create/Maintain customer Ship To’s
• Create/Maintain Customer Contracts (Customer Part Number Cross Reference).
• Quote Management and SPR (Special Price Requests)
  Order Inquiry/Expedite.
• Review possible solutions/alternatives in order to meet customer demand.
• Open Order Reports
• Provide assistance on delinquent orders by expediting with Japan and other departments.
• Provide assistance on urgent orders and 24/7 orders.
• Product support to include, but not limited to the following:
• Supply Price and Availability information as necessary.
• Provide product selection, repair kits, offer alternative products, and accessorize for existing products.
• Deliver Catalog or Specification sheets as necessary.
• Provide and review Operation and Maintenance Manuals.
• Part number Identification / Validation and DRG Inquiry.
• Contact related departments as necessary for additional support. 
• Assist other team members as required.
• Escalate unresolved issues to the direct supervisor as deemed necessary.
• Attend required training courses to improve technical and/or process knowledge.
• Complete additional assigned tasks as prescribed by supervisor / management.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Work in a Warehouse / Factory environment to support both customer needs and corporate required projects.
• Sustained posture in a seated position for prolonged periods of time. 
• Work in a fast-paced environment.
• Work environment may include noise, cold, heat, and dust.
• Occasionally travel to other SMC and Customer locations.
• Required to lift up to 25 pounds.

MINIMUM REQUIREMENTS

• Bachelor’s degree in a related field preferred.
• 1-3 years related experience in Sales, Order Processing Center Environment, Order Processing, or Engineering required.
• Previous experience with Fluid Power a plus.
• Display a professional presence and the ability to effectively communicate (both oral and written) to internal and external customers.
• Thorough knowledge of various computer applications (i.e. Microsoft Office, Internet Explorer, ERP, etc.)
• Ability to be mentored by leading support specialists in the department.
• Strong time management skills with ability to multi-task.
• Effectively work in team or in individual setting to accomplish goals.
• Ability to analyze and solve problems