SUMMARY:
Industrial Seals Customer Service Rep
POSITION INFO:
Industrial Seals Customer Service Rep – Jet Park
Customer Service Representative (CSR) position in an OEM company that supplies industrial seals, the technical requirements would need to ensure the representative has both customer service and industry-specific knowledge.
Combination of product knowledge, customer service skills, and technical expertise is critical for delivering the high level of service customers expect in a specialized industry like industrial seals.
Minimum key technical skills and qualifications required:
1. Product Knowledge: Understanding of Industrial Seals: Knowledge of different types of industrial seals (e.g., elastomeric seals, hydraulic seals, pneumatic seals, rotary seals, etc.) and their applications in various industries (automotive, manufacturing, aerospace, etc.).
Seal Materials: Familiarity with materials used in seals, such as rubber, metal, PTFE, or composite materials, and how material properties affect performance.
Seal Design & Function: Understanding how seals work, how they are designed, and how they prevent leakage or contamination in different systems (pressure, vacuum, temperature extremes).
2. Technical Communication Skills:
Technical Problem Solving: Ability to assist customers in identifying issues with seals, troubleshooting failures, and recommending the appropriate solutions.
Product Specifications: Knowledge of seal dimensions, tolerances, and performance standards (e.g., ASME, ISO, DIN) to explain and suggest the right products to customers.
Technical Writing Skills: Ability to communicate effectively in written form (e.g., responding to emails, creating reports) about technical issues or product details.
3. ERP and CRM Systems: Experience with ERP Systems: Ability to use ERP (Enterprise Resource Planning) systems to process orders, check stock levels, track shipments, and manage customer accounts.
CRM Software Knowledge: Proficiency in CRM (Customer Relationship Management) tools to manage customer inquiries, complaints, and follow-up communications.
4. Industry Standards & Regulations: Knowledge of Industry Standards: Familiarity with standards and certifications specific to seals and the industries they serve, such as ISO 9001, FDA regulations for food-grade seals, or automotive industry standards.
Quality Control and Testing Knowledge: Understanding of the processes involved in testing seals (e.g., leak testing, pressure testing) and quality control procedures.
5. Sales and Order Management: Quoting and Pricing: Ability to interpret and provide quotes based on technical drawings, customer requirements, and the company’s pricing structures.
Order Handling and Processing: Knowledge of order fulfilment, including custom orders, and ensuring timely delivery of products.
6. Technical Drawings: Ability to Read Blueprints: Competency in reading technical drawings and interpreting specifications for seals.
7. Troubleshooting and Customer Support: Troubleshooting Skills: Ability to provide technical support to customers in case of product failures, including suggesting alternatives or adjustments.
After-Sales Support: Ability to follow up with customers to ensure satisfaction with products and services, handling any complaints or issues related to seal performance.
8. Basic Engineering Knowledge: Engineering Fundamentals: A basic understanding of mechanical engineering principles, including pressure, flow, and material properties, will help understand customer needs and offer effective solutions.
9. Experience and Certifications: Relevant Experience: Previous experience in a technical customer service or sales role within the industrial seals industry or a similar technical sector.
Certifications: Any certifications related to quality control, product management, or specific industry standards (e.g., Six Sigma, ISO) would be beneficial.
