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Customer Service Representative

Plymouth, Michigan
Job Type
3 Sep 2022
How brave are you? We are a high-tech company providing machine tools and laser technology, and are looking for people who can face new challenges with a fresh mind. As an independent family company, we offer you the freedom and trust to put your brave ideas into practice. With you on board, we would like to power ahead with the digital networking of the manufacturing industry. Our passion and creative drive ensure that we are an innovative force - across the globe at over 70 TRUMPF locations.

Responsible for all transactions with customers regarding spare part sales for TRUMPF Laser products in the United States and Canada. Expedite orders as needed. Continuously review open customer orders and ensure deliveries as promised.

Principle Duties & Responsibilities

Process incoming requests from customers via phone, fax and email regarding all spare part inquiries (i.e. price, availability, lead time, etc.)
Review customer account to determine status with TRUMPF credit department prior to shipping parts. Work with credit department and customer to resolve any outstanding payment issues.
Process credit card payment for orders when customer requests.
Process blanket PO s and ensure deliveries per customer schedule
Process emergency same day shipments when required. Obtain same day freight charges and ensure customer s order is processed with accurate costs and that it meets customer promised delivery.
Issue Return Authorizations for any parts TRUMPF requires to be returned (i.e. defective parts under system or parts warranty, exchange program / core credit items, etc.).
Follow up with customers on any open returns to ensure TRUMPF receives in a timely fashion. If not returned, generate invoices when appropriate.
Ensure all Customs/Duties requirements are fulfilled on any international shipments.
Generate "drop-ship" orders when required to send parts from 3rd parties to our customers. Ensure all POs are received in system at time of drop ship and corresponding sales orders are invoiced to customer.
Monitor prices for compliance with German Master Price List and any special pricing conditions are adhered to for customers with those agreements.
Support other departments with their spare part requirements as needed (i.e. Field Service/Technical Support and Product Management Team)
Actively promote sales of spare parts. Pursue new opportunities and recoup lost business when possible.
Ensure customers have delivery and tracking information within 24 hours of order, and if not available yet - ensure customer is informed of status within 24 hours of order
Ensure department SOPs are followed for the handling of all inquiries and actions, support management in updating SOPs as needed
Escalate urgent and/or critical customer situations to management
Ensure customer discount requests, continuous improvement suggestions and complaints are immediately escalated to TUSD management
Any additional responsibilities as deemed necessary by management
Adhere to all company guidelines


Occasional business travel for meetings and/ or training may be required ( Must maintain Valid Driver s License

Physical Requirement

Normal amount of sitting and standing, average mobility to move around an office, and ability to conduct normal amount of work on a computer

Education & Experience

Experience in fast paced Order Entry - Customer Service department is a must.
Experience in Automotive or Industrial parts supply or distribution environment is desired.
Excellent verbal and written communication skills
Highly organized and handle multiple tasks
Strong data entry skills and attention to detail
Microsoft Office; Word, Outlook, Excel, and PowerPoint
Working knowledge of SAP experience

TRUMPF Inc. reserves the right to revise or change job duties and responsibilities as need arises. The job description does not constitute a written or implied contract of employment.

TRUMPF is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. This policy of Equal Employment Opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.

- Hybrid
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  • Job Reference: 703027955-2
  • Date Posted: 3 September 2022
  • Recruiter: Trumpf
  • Location: Plymouth, Michigan
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent