Senior Customer Service Representative

Company Description

Bosch Rexroth is one of the world’s leading providers of Drive and Control Technologies. Regardless of the motion task that customers face anywhere in the world, they will always find a Bosch Rexroth team with local experience and the appropriate know-how from more than 30 industries and all drive and control technologies. Our associates take on their customers’ challenges with passion and persistence until the right solution is found. This is what makes Bosch Rexroth a strong, reliable partner for Mobile Applications, Machinery Applications and Engineering and Factory Automation. As the Drive & Control Company, we develop, produce, and distribute our components and system solutions in over 80 countries.

Bosch Rexroth, dba HydraForce, Inc. offers one of the most comprehensive lines of high-quality hydraulic cartridge valves for the mobile and industrial equipment markets. We design and manufacture high performance valves that meet virtually any need encountered in machine design. Our cartridge valves are designed to fit a wide range of industry-common valve cavities. Our employees enjoy a fast-paced and challenging work environment that provides them with daily opportunities to Power Forward their careers. For almost 35 years, Bosch Rexroth, dba HydraForce, Inc. has been producing the most innovative elector-hydraulic control solutions for the mobile machinery and industrial equipment markets.

Job Description

Job Summary

The Customer Service Representative, Sr delivers exceptional support to internal and external customers via phone or in-person interactions. This role focuses on resolving inquiries, processing orders, ensuring timely deliveries, and upholding the company’s mission, policies, and procedures.

Job Duties and Responsibilities

This role encompasses the following core duties, with additional tasks assigned as needed to meet customer requirements:

• Support the Customer Service Manager with reports, meeting information, and development of training programs, policies, and initiatives.
• Professionally manage incoming calls and promptly address customer inquiries, orders, and concerns via phone or email.
• Mentor Customer Service Representatives, providing performance feedback.
• Maintain clear, proactive communication with customers, providing accurate technical or product-related information.
• Process and route customer orders/changes accurately using SAP.
• Investigate and resolve customer complaints and billing issues, escalating to the manager when necessary.
• Support CH200QPPM quality objectives and drive related improvement initiatives.
• Collaborate with cross-functional teams to ensure reliable customer information and timely order processing/shipping.
• Partner with Sales to implement pricing updates in SAP.
• Act as a liaison with other departments, sharing updates and supporting outside sales representatives.
• Stay informed about products, services, and industry trends.
• Embrace change, seek continuous improvement, and work independently with minimal supervision.
• Complete special projects and other duties as assigned.

Physical Requirements

• Ability to sit for extended periods.
• Occasional work on the manufacturing floor to monitor and update customer orders.

Qualifications

• 5-7 years of proven success as a Customer Service Representative, with 5+ years of experience in business-to-business customer service.
• Background in manufacturing or customer service within a manufacturing environment is highly desirable.
• Strong track record of effectively managing customer orders, resolving issues, and addressing complaints across all levels.
• Proactive, hands-on approach to consistently surpassing client expectations.

Skills and Competencies

• Exceptional customer service expertise with a proven record of success.
• Superior verbal and written communication skills, paired with professional phone etiquette and extensive job knowledge.
• Proficient in Microsoft Office Suite / Excel, with strong organizational skills to prioritize and manage workflows effectively.
• Committed to excellence, maintaining high standards with meticulous attention to detail.
• Adaptable and enthusiastic, adept at handling shifting priorities while remaining composed under pressure.
• Capable of working independently or collaboratively, with clear comprehension of written and verbal instructions.
• Skilled in diverse clerical tasks, basic accounting procedures, and efficient, accurate data entry.
• Professional communicator, fostering strong relationships with diverse individuals at all levels.
• Fluent in reading, writing, speaking, and understanding the primary workplace language.
• Respectful and responsive to diverse perspectives, building positive connections with customers and colleagues.

Additional Information

Salary and Benefits

The hourly range is between $26.50-$30.50/hour. The range is determined based on several factors, including, but not limited to, work experience and job knowledge, complexity of the role, job location, etc. The Recruiter can share more details about the specific salary range during the interview process.

Your well-being matters to us at Bosch! That's why we offer a total package that goes beyond just a paycheck. Alongside a competitive compensation package, you'll enjoy a suite of benefits designed to empower you in every area of your life! Think of it as our way of investing in your success! This includes:

• Prioritizing Your Health: Access to high-quality medical, dental, and vision plans; Health Savings Accounts (HSA) and Flexible Spending Accounts to make managing your healthcare easier; plus wellness programs to help you stay healthy and energized.
• Securing Your Future: We offer a 401(k)-retirement plan with company match, safe harbor contribution into the 401(k) and provide resources to help you confidently plan for retirement. 
• Supporting Your Life: Paid time off to recharge and pursue your passions, and tuition reimbursement to invest in your professional development.
• Providing Peace of Mind: Access to life insurance and disability coverage to protect you and your loved ones.

Must Have:

• Must have US work authorization.
• Indefinite U.S work authorized individuals only. Future sponsorship for work authorization is not available.

We are an Equal Opportunity Employer including disability/Veterans.