Flexlink Customer Service

6 months ago


Burlington, Canada Coesia Full time

**About the Company**
Flexlink, located in Allentown, PA, is a global leader in the design and manufacturing of automated production and material flow solutions for the food & beverage, pharmaceutical, personal care, automotive, and electronic industries. There are over 1,000 employees across 26 operating units globally. Currently, a Segmented Business Unit (SBU) of 13 associates reside in Burlington to service customers all over North America; most are in Canada, with a small portion of customers in the United States.

Flexlink is part of Coesia, a group of innovation-based industrial and packaging solutions companies operating globally, headquartered in Bologna, Italy. Coesia has 141 operating units in 35 countries, a turnover of about 1.9 billion euros and over 8,000 employees.

**About the Role**
This position provides customer service support to all aspects of the FlexLink business including external customers, FlexLink Sales and engineering. This support will be related to component sales for: quotes, orders, shipping documentation, database maintenance and communications with external customers and internal staff. Responsibilities are broken down into the following:

- Customer support_
- On-Line store or SAP preparation and follow up of customer component price quotes.
- Enter customer sales orders into SAP system/OLS and communicate sales order confirmation to customer.
- Track customer sales orders to coordinate timely shipping to customer, including interfacing with purchasing and warehouse staff.
- Communicates critical activities including expedited orders and delays, related to order status to customers and sales.
- Provides necessary follow-up and correspondence for customer concerns.
- Reconcile financial customer account discrepancies with Accounting Dept
- Coordinate with purchasing dept on non-FlexLink related spare parts sales and quotes.
- Maintain and update order tracking (CRM etc) system as needed on component quotes.
- Organizes, maintains, and manages customer communication files.
- Process Return goods and credits for component sales.
- Set up of new customers and delivery addresses in SAP.
- Proactive sales_
- Contact customers, post-projects for spare parts component quotes and sales.
- Final follow-up and determination on show sales leads in CRM.
- Technical support_
- Research and respond to technical questions on FlexLink components for customers, sales, and engineering.
- Coordination of custom component assemblies with engineering center.
- Drawing of custom bend templates in AutoCAD.

**What You Need to Be Successful**
- Strong communication skills with internal and external customers.
- Ability to trouble shoot situations to produce a win-win result for customer and FlexLink.
- Strong MS Word, PowerPoint, and Excel experience (Basic formulas, data validation, macros, etc.).
- Experience with Customer Relationship Management (MSD/CRM) system a plus.
- Experience with SAP system a plus.
- Experience with international shipping a plus.
- Strong math skills.
- Understanding of foreign currency conversions.
- Previous experience with a machine company and/or technical competence desired.
- Engineering/mechanical/AutoCAD experience a plus.
- Strong organizational and planning skills.
- Strong oral and written communication skills.
- Ability to work in a team environment is essential.

**Our Offer**
Coesia North America offers a competitive benefit package which includes, among other things:

- Multiple health insurance plan options.
- Company paid life insurance.
- 401k with up to 6% company match.
- Paid parental leave.

Job Reference: CGS11345



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