Your Career Begins at Timken
If you're ready for a challenging career that provides you with the ability to advance personally and professionally, look to Timken. Our associates make the world more productive by improving the efficiency and reliability of the machinery that keeps industry in motion.
The primary responsibilities of this customer service position include support of Timken's distribution customers and distributors and through them, our end-user market. This support is offered via phone, fax, chat and email interaction related to technical enquiries, quotation processing and order management as well as interacting with our logistics sites (Timken and Colinx) to facilitate shipping requirements.
The associate must be well versed and able to respond to questions across the entire Timken product line (and be equally able to process enquiries through a high level of knowledge of our internal systems (SAP, Global Availability, PTPlace, etc) and the catalogues and support material available. The position requires familiarity with distribution commercial policies and procedures as well as Timken export compliance and other mandated regulations. Daily interaction with sales, distributor accounts, product managers and supply chain ensures the appropriate network of support to meet the expectations of the role.
Additionally, this position will offer proactive sales and service support to an assigned customer base from the initial enquiry through to post sales follow-up in support of annual COGS or revenue targets. This will include overall order book management, expedite requests and follow-up, and international sourcing of product. The associate will work with these accounts in a team selling environment with an outside sales representative or sales engineer, service engineer, distributor accounts rep and others as deemed required to maximize the potential of these accounts and who share accountability for the revenue/COGS target as established through the business planning process.
Achievement/result of delivering world-class customer service as measured against defined service level KPI's and in a fast-paced call center environment, handle incoming contacts for new orders, quotations, expedites, modifications, transfers, intercepts, delivery information, returns, assembly identification, technical questions, complaints, future orders, and interchange information for distributors and customers within an assigned geographic region.
Customer contacts occur using phone, fax, email, PTPlace, S2S, EDI and occasional (usually annual) onsite visits. Computer tools required include but are not limited to: SAP, PTPlace, System to System, EDI, Sales Force Automation, Global Availability Tool, Internet, Intranet, Outlook, Excel, Word, Access & power point.
Shared accountability for achievement of sales targets, create, review, update and distribute order status reports for assigned distributors and team members on a regular basis. Perform pro-active expediting and delivery improvement and communicate updated information to customer and/or sales. Perform tracking and follow up for special activities. Assist in resolution of conflicts between functional areas to meet customer commitments. Meeting customer expectations and through that, increased sales, daily communicate with servicing and shipping centers and Colinx distribution centers. Regularly communicate with regional sales managers, Inside and Outside Sales Reps, Supply Chain and Customer Service Reps as the main contact points to ensure customer satisfaction.
- Customer Service in a call center or similar environment or related sales experience
- Direct customer contact for order entry, technical questions, expediting, problem solving
- Sales experience to include direct customer contact w/ responsibility for sales targets
- Computer literacy
- SAP experience
Minimum: High School Diploma
Preferred: Bachelor's Degree of Business Management or Marketing
All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.