Conair, as part of PiovanGroup, is the leading producer of auxiliary equipment for plastics processing in the world. We make and market over 450 different products, including resin-drying systems, blenders, feeders and material-conveying systems, temperature-control equipment, and granulators. Extrusion solutions include gravimetric control systems, film and sheet scrap-reclaim systems and downstream equipment for pipe and profile extrusion. Conair is also a leader in plastics process integration, engineering and installing complete manufacturing systems that help plastics processors manage their valuable raw materials, handle their critical manufactured parts, and improve their process yield. After equipment installation, Conair provides industry leading aftersales support via their Parts, Service, and Industry 4.0 offerings to ensure our customers Make Every Pellet Count!

Role

The Customer Service Representative, Parts Sales is responsible for providing “first touch” support to Conair customers. You will answer phones, chats and emails, log incoming requests, and provide basic Parts and Service support, such as opening customer support cases in Salesforce, steering customers toward known solutions, supplying product documentation, and completing customer quotations and parts order entry. Detailed issues will be properly forwarded to Technical Support Representatives, or Service and Parts Specialists. This position reports to the Customer Response & Parts Manager and is located in Franklin, Pennsylvania.

Duties and Responsibilities 

• Provide customer parts quotes and order entry via phone, fax, and e-mail; work with customer web portals;  
• Perform quote follow-ups;
• Provide diagrams, manuals, and other literature to customers as requested;
• Leverage existing documents to diagnose basic customer issues, along with fully documenting the problem description, actionable items discussed with the customer and final resolutions in the Salesforce SMS;
• Follow up on open cases, contacting customers to verify resolution or provide additional support as needed, with the goal of reducing case open times;
• Verify, maintain, and update as necessary customer account information such as address changes, warranty on installed products, service contracts, and contact information in the Salesforce SMS;
• Inform Engineering, Manufacturing, and other relevant internal departments of product quality issues;
• Direct customer inquiries for all internal and external customers, service technicians, and sales groups to the appropriate resource in the service department or spare parts department. This activity requires screening, appropriation of correct files, documentation, serial number, etc.
• Provide basic product support for customer inquiries received via e-mail, telephone and chat;
• Able to close at least 10% of incoming issues without passing to a Specialist.