May 7, 2021

Customer Relations Representative

The goal of Customer Relations is to provide exceptional customer service at all levels to our clients and internal teams in the most efficient and effective manner. This role will be Responsible for answering inbound calls presented through the queues, process/enter phone/mail/fax orders into SAP, and handle customer inquiries or concerns within a timely and professional manner. This is not a remote position. Hours are M-F, 8:30am - 5:00pm.

WHAT YOU WILL DO. Make a difference.  

  • Provide information on products, warranty, stock status, delivery dates, back order procedures, product return and Company policy, etc., to all inquiring customers.
  • Complete the direct order-entry process of all orders received by telephone, fax, or mail in a timely and professional manner.
  • As required, confer with other departments to ensure timely shipment/delivery of products to customers.
  • Process back orders and contact customers with status information. May cancel or suggest substitute products when necessary.
  • Answer inquiries by clarifying desired information; researching, locating and providing information in a timely and professional manner.
  • Approve Return Goods Authorizations within approved limits and process in a timely manner.
  • Responsible for dealing directly with the public for warranty issues, sale of repair parts and accessories.
  • Handle secure information such as personal information, financial information, credit card numbers, etc.
  • Responsible for completing special projects, tasks or other duties as assigned.

WHAT YOU WILL NEED. Energy. Drive. Kindness. 

  • High School Diploma or GED equivalent, required
  • Two years post-high school education and/or one year of experience in related field, preferred
  • Computer operation skills with SAP, highly preferred
  • Ability to effectively communicate detailed information verbally, in person and through written channels; speak clearly in order to be understood over the telephone in an excellent, courteous and professional manner
  • Ability to provide a high level of service to customers in a professional, service-oriented, respectful manner using skills in active listening, quick decisions and problem solving.
  • Basic understanding of office technology, copier fax, telephone, computer, etc.
  • Knowledge of woodworking machinery, metalworking machinery, hand tools and power tools, a bonus
  • Will occasionally encounter uncooperative/challenging customers
  • Work is fast paced with long periods of repetitive telephone conversations with customers; calls may be monitored and/or recorded for training and quality purposes
  • Telephone conversations are 95% of daily function
  • Physical activity includes prolonged and intensive use of fingers on repetitive operation of computer terminals, requires viewing computer screens for prolonged periods, and requires extensive and continuous telephone communication.
  • Ability to work unsupervised and perform tasks with initiative
  • Positive attitude, reliable, transparent and enjoy working with different types of people
  • Able to collaborate with various departments and team members and be a first-class influencer to inspire, and motivate to achieve outstanding results

WHAT YOU WILL GAIN: Inspiration. Sense of Belonging. 

Our search and selection connect top talent to opportunities where their subject matter expert skills are put to the best possible use. We seek motivated talent with a desire to expand their skillset and offer exposure to unique responsibilities for which they are equipped and motivated to work every day.

Our people are the best part of JPW and make us who we are. They are the brightest minds bringing ideas to everyday life in the industries we serve.

With a global reach, we are an organization that feels local with a sense of belonging as we proudly work together to be a key part of a global, recognized, and award-winning organization.

We offer a comprehensive benefits package to enhance the health and welfare of our Employees: Competitive Pay and annual bonus. Medical, Dental and Vision options with coverage beginning day of hire. Telehealth. Flexible Spending Accounts. YMCA Discount. Retirement 401(k) Plan / Employer matching, Employee discount on products. Company Paid Benefits include...Time Off effective day one. Holidays. Group term life insurance. Short- and Long-Term disability.  Identity Theft Protection. Employee Assistance Program. Employee appreciation activities.

JPW INDUSTRIES. A Trusted Leader. Award winning brands. Built to Outperform.

JPW is a recognized leader in metalworking and woodworking equipment and specialty shop tools with operations around the world. JPW’s, trusted brands – Baileigh, Edwards, Jet, Powermatic, and Wilton – set the standard in quality, reliability, innovation, and service.

JPW brands have a long history of recognition and dependable products built to last. With priority on customer satisfaction, dedicated support teams deliver reliable service and support that our customers have come to trust. JPW teams are motivated to improve the lives, the safety, and the well-being of those with whom we work – clients and colleagues. 

This is what we stand for. It is who we are and how we serve in all that we do.

JPW operates around its core values:  

  • Own your results
  • Take initiative, make it happen
  • Strive for continual improvement
  • Collaborate
  • Communicate
  • Treat everyone with respect
  • Enjoy what you do

We apply these values accompanied with the right amount of tenacity to have a satisfied customer with every interaction.

If you’re qualified and ready to be part of a stable growing company, and a dynamic, energetic workforce, we’re interested in you. 

Starting pay: Up to $17.00/Hour DOE

Excellent total compensation package, salary contingent upon experience. M/F/V/D

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