Job Description

Job Description

Company: Controls Inc. (“Controls” or “Company”)

Job Title: Customer Service Representative

Reports to: General Manager

Position Summary

The CSR plays an important role in interacting professionally with customers when they have questions or concerns. The right candidate will handle complaints, resolve any issues with a customer-first business mentality, process customer estimates and orders, and assist sales and field service engineers with diary appointments and customer visits, maintaining the data in the CRM system. The role is based out Controls Inc. office in Tucker (GA) and will report to the General Manager.

Key Responsibilities

• Serve as liaison and point of contact for technical support while ensuring that customer questions and enquiries are promptly addressed;
• Resolve product/service issues, troubleshooting problems and provide ongoing technical assistance to customers;
• Prepare estimates, proposals, technical documentation and follow up with prospective customers;
• Generate and send order confirmations to customers;
• Collaborate with other departments to resolve customer issues and concerns, escalating complex customer issues to the appropriate department or manager as needed;
• Continuously improve knowledge of products and services;
• Accurately document customer interactions and maintain detailed records;
• Communicate effectively with customers and keep them informed on the progress of their orders throughout the entire sales process, from inquiry through to delivery;
• Collect and analyze customer feedback;
• Develop and document knowledge into helpful content;
• Tracking customer service KPIs and metrics;
• Coordinate and schedule the field service engineers for equipment testing, installation, commissioning, calibration and repairs;
• Ensure service reports are submited by FSEs in a timely manner and submit them to Accounting to invoice;
• Respond to customer requests to return products, to include, but not limited to investigation, repair or reported defect, re-calibration or configuration, RMA process and maintain accurate records of all returns;
• Ensure effective co-ordination between sales, engineering, manufacturing, service dept to ensure seamless service and customer satisfaction;
• Support invoicing, AR collections, placing of purchase orders, processing supplier invoices and other finance-related tasks (AP and AR);
• Other duties as may be assigned by the company from time to time;

Experience, Skills and Education

• High school diploma or equivalent;
• Minimum of 3 years proven work experience in a similar role, ideally within the construction or testing industries;
• Ability to manage multiple tasks and prioritize workload effectively;
• Customer orientation and ability to adapt/respond to different types of characters;
• Excellent organizational skills with attention to detail, ability to meet deadlines under pressure;
• Proficiency in CRM software, Microsoft Office Suite (Word, Excel, PowerPoint), ERP (NetSuite);
• Strong interpersonal and communication skills for interacting with clients, colleagues and service providers;
• Customer-focused with a positive attitude and strong problem-solving skills;

Company Background

Controls is a market leader in the construction materials testing industry. Headquartered in Milan, Italy with five international branch offices, over 100 distributors worldwide and a dedicated team of highly experienced and knowledgeable specialists, we offer the largest and most capable technical sales and support network in the industry.

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