Customer Service Representative

HMC Products, a division of ProMach, is an industry leader in horizontal pouch filling and sealing systems. As Customer Service Representative, you will serve as a key point of contact for customers, helping manage quotations, orders, customer inquiries, and sales processes while ensuring a high level of customer satisfaction. The position is based on site at the Machesney Park, IL Facility. ProMach is an Equal Opportunity Employer and uses E-Verify. It is a drug-free workplace.

Responsibilities

Identify key contacts within customer facilities and maintain high profile customer contact; Interface closely with Materials, Engineering and Service teams to ensure accurate information transfer; Prepare and process customer quotations for aftermarket parts, services, repairs, and maintenance agreements; Provide superior customer service by determining and assisting customer needs in a timely manner and monitor order status and proactively communicate updates to customers; Provide customers accurate part pricing quotations and order confirmations; Identify and promote cross-sell and upsell opportunities within existing customer accounts; Follow up on open quotes and identify opportunities to convert quotations into sales; Maintain accurate customer records, pricing, and sales information; Liaise with the AR Department to help resolve past due invoices; Resolve customer issues regarding orders, deliveries, invoicing, product availability, and warranty administration; Interface with outside vendors to identify, purchase and supply parts to end users; Maintain and create price records including the pricing of new items; Manage multiple priorities including reviewing customer orders and providing order status and part number information; Coordinate with operations, service, purchasing, and logistics teams to ensure timely delivery of products and services; Develop spare part packages for new systems and provide recommendations to customers on stock levels; Assist with general departmental operations, other duties and/or special projects as assigned; Partner with other ProMach companies to capitalize on synergistic opportunities

Requirements

2+ years of inside sales, customer service, sales administration, or aftermarket support experience preferred; Experience in manufacturing, industrial equipment, automotive, heavy equipment, or related industries is a plus; Experience working with ERP and CRM systems; Strong customer service and relationship-building skills; Excellent written and verbal communication skills; Ability to manage multiple priorities in a fast-paced environment; Strong attention to detail and organizational skills; Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and Teams; Problem-solving and analytical skills; Ability to work independently and collaboratively across departments; High school diploma or equivalent

Nice to have

Experience in manufacturing, industrial equipment, automotive, heavy equipment, or related industries; Experience with ERP/CRM systems such as Syteline and Salesforce; Knowledge of automated packaging equipment

Benefits

Comprehensive medical/dental programs; Life insurance; Generous paid time off program; Retirement savings plan with a company match; Benefits eligibility from first day of employment; Growth opportunities