Customer Service Representative I

Kershaw Equipment LLC, located in Montgomery, AL is a leader in rail maintenance and vegetation management production and a worldwide supplier of maintenance-of-way equipment. Built on our strong commitment to our customers, our company supplies machines to Class I railroads, transit lines, short lines, and many contractors around the globe. Kershaw is part of The Heico Companies LLC, a parent holding company comprised of more than 40 businesses involved in manufacturing, construction, and industrial services. Kershaw joins forces with heavy equipment brands Pettibone, BARKO, and ARDCO as part of the Heavy Equipment Segment of The Applied Solutions Group.

Essential Job Duties

• Monitor accuracy of receipts against purchase orders
• Assist in resolving invoicing issues and any critical issues that may arise with customers or suppliers
• General working knowledge of D365 skills for account set up
• Works closely with a cross-functional team that includes Operations, Engineering, Purchasing, Accounting, and Logistics/Materials team serving as a liaison with internal and external customers to ensure tracking, reporting, and expected product delivery is in accordance to Operations and business goals
• Ensure warranty standards terms and conditions, and special terms/conditions of sale used on quotations are in compliance; and understand, ISO 9001 and Association of American Railroads (AAR) standards.
• Develop metrics to track sales, analyze financial impact of sales changes, targets and annual sales volume;
• Coordinates, handles, and follow-up with customer inquiries, process purchase orders, provide quotes, guarantee returns, understand pricing cost by product and promote selling prices that maximize profits
• Responsible for reporting all sales activities to assigned customers to track sales to sales target, customer purchasing activity, customer growth potential, customer contracts, record keeping and follow-up on observations and escalate matters as appropriate
• Support continuous improvement efforts to enhance customer satisfaction and operational excellence

Skills & Abilities:

• Leadership: Ability to engage a diverse team of people, provide clear instructions, team player, possess excellent organizational skills, excellent cross-functional collaboration skills, and high attention to detail.

• Passion : Demonstrate genuine passion about organizational development and building relationships.

• Customer Focus : Understand who your customer is and their needs. Possess the ability to manage multiple priorities in a fast-paced work environment and utilize time management
• Vision and Purpose : Believe in the vision for the organization and enable others to individually believe the vision
• Communication : Excellent communication skills, both written and verbal communication. Strong analytical and problem-solving skills
• Technology : Demonstrated proficiency using MS Office Suite (Excel, PowerPoint, Word, and Outlook)

Experience and Education:

• Experience :

  • 1-2 years data entry experience, experience with customer support in person or by phone, possess the ability to multi-task, prioritize, and strong attention to detail and accuracy
  • 1-2 years working with D365

• Education : High School Diploma or GED required; Associate degree or Bachelor degree preferred

The Heico Companies offer a competitive and comprehensive benefits package that includes:

• Multiple health plan options through Blue Cross Blue Shield of Illinois,
• Health Savings Account (with company match) or Flexible Spending Accounts, depending on selected health care plan,
• Two Dental plan options through Blue Cross Blue Shield of Illinois,
• Vision plan through VSP,
• Paid-time Off (vacation and 11 paid holidays),
• 401k plan with company match,
• Life/AD&D insurances (both company-paid and additional voluntary options),
• Sick leave, Short-term Disability and Long-term Disability plans (company-paid),
• Employee Assistance Program (EAP, company-paid),
• Three Aflac plans
• Pet insurance plans
• Legal insurance
• Identity & Fraud Protection Plan