Customer Service Representative

Job Description

About EnerSys

EnerSys is a global leader in stored energy solutions for industrial applications. With over thirty manufacturing and assembly plants worldwide, we service over 10,000 customers in more than 100 countries. Our worldwide headquarters are located in Reading, PA, USA, with regional headquarters in Europe and Asia.

We complement our extensive line of Motive Power and Energy Systems with a full range of integrated services and systems. With sales and service locations throughout the world and over 100 years of battery experience, EnerSys is the power/full solution for stored DC power products.

Motive Power applications include industrial lift trucks and pallet jacks, rail equipment, mining equipment, and airline ground support equipment. Some of our motive power brands include Hawker, Ironclad, General Battery, and Fiamm. Wherever there is a need for motive power, EnerSys offers the perfect energy solution.

Job Summary: Customer Service Representative – Motive Power Sales

The Customer Service Representative takes ownership and executes best practice procedures to deliver and ensure the highest standard of customer service for both internal personnel and external customers. This critical role demands meticulous attention to detail, comprehensive order and support ownership, steadfast poise, and resolute determination to ensure accurate, on-time delivery of products and services.

All tasks, activities, and responsibilities assigned to this role are essential components of overall efficiency, directly impacting the ultimate success of the Motive Power Sales business. In this position, you will utilize excellent leadership skills while coordinating and executing administrative duties, as well as providing crucial support to accounts and sales. This role is imperative to keep the Sales business running effectively without interruption.

Essential Duties and Responsibilities

• Exercise discretion and independent judgment when dealing with critical matters within the department.
• Administer, control, and maintain all documentation for systems and specific projects.
• Execute Order Entry and comprehensive Order Management.
• Coordinate activities for large system orders and high-dollar orders.
• Provide day-to-day contact, support, and communication between internal personnel, Sales Teams, and Sales Coordinators.
• Support Sales activities including:
  • Order entry
  • Order acknowledgement
  • Order status and updates (including material requirements)
  • Change to orders
  • Tracking of shipments
  • Lead-time communication for total customer satisfaction
• Provide support and assist in obtaining resolution to Sales Coordinators and field locations for inquiries regarding specific orders or system functionality and operations.
• Conduct detailed reporting and management on high-dollar level orders.
• Provide additional high-level system and order management based on internal needs.
• Act as a backup for other Customer accounts as needed.
• Communicate effectively via telephone, Teams, and email.
• Liaise with the accounting department in relation to customers with credit for invoice issues.
• Coordinate with the Inside Sales Team and Sales Coordinators on delivery dates.
• Perform other duties as assigned by the Customer Service Manager.
• This position has no supervisory responsibilities.

Qualifications

Minimum Qualifications

• High school diploma or equivalent.
• 2-4 years of order entry experience or equivalent experience.
• Proficient in Microsoft Office: Outlook, Word, and Excel.
• Excellent customer service skills and an outstanding phone manner.
• Fluent in the local language to a very high standard and possessing strong communication skills as a liaison with customers and internal personnel.
• Well-organized and possessing a high level of administrative ability to effectively manage complexity and order volumes.
• Proficient in using ERP and CRM systems, specifically Baan, SAP, and Salesforce.

Preferred Qualifications

• Associate degree or higher in a related field.
• Direct experience with Baan, SAP, and/or Salesforce.

General Job Requirements

• This position will work in an office setting, with minimal physical demands expected.
• Must be able to frequently bend, twist, reach, stoop, kneel, or crouch.

Diversity, Equity, Inclusion & AI Screening Statement

EnerSys provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

We use artificial intelligence to screen, assess, and select applicants for open positions, including for the purposes of reviewing and ranking application materials and scoring answers to application questions. Accordingly, decisions about your application and eligibility for employment with EnerSys may be made based exclusively on the automated processing of the personal information that you submit in your application materials.

Know Your Rights

Know Your Rights (Spanish)