Customer Service Specialist I

The Customer Service Level 1 (CS1) Specialist serves as the first point of contact for our global customers, delivering responsive, professional support across multiple product lines. This role plays a key part in driving global aftermarket sales by ensuring a positive customer experience through effective communication, problem-solving, and transactional support. The CS1 is expected to be customer-focused, friendly, driven, detail-oriented, and reliable. Additional duties may be assigned as needed to support business objectives.

Essential Responsibilities:

• Respond promptly and professionally to customer inquiries for components and materials via phone, email, or other channels.
• Prepare and submit timely and accurate quotations/proposals based on customer requests for quotation (RFQ), utilizing company systems and cross-referencing historical data as applicable.
• Coordinate with Product Line Managers for large or complex RFQs to ensure comprehensive proposal development.
• Provide product, services, and policy information as needed.
• Troubleshoot basic customer issues or escalate complex cases to CS Level 2, Solutions Team members, or appropriate departments as applicable.
• Maintain detailed and accurate customer records in the CRM system.
• Assist with CRM data maintenance (e.g., missing information, key dates, opportunity values).
• Process customer orders by entering them into the ERP system upon conversion from quotes.
• Follow established SOPs and company policies. Proactively recommend or create procedural improvements where gaps exist.
• Provide feedback on recurring issues or areas for improvement.
• Track open opportunities and conduct timely follow-up with customers.
• Meet or exceed performance metrics (e.g., sales targets, response time, resolution time, customer satisfaction).
• Support global Aftermarket sales growth in line with strategic objectives.
• Collaborate with Regional Sales Managers, Regional Solutions team members, and Representative firms to support customer and sales initiatives.
• Assist with project planning and internal cross-functional collaboration across departments such as Marketing, Engineering, Planning, and Finance.
• Represent the company at national and regional trade shows and support RSMs and Representative firms as needed.
• Build and maintain strong relationships with Representative firms in assigned territories.
• Be available for occasional domestic travel for trade shows, rep firm visits, or customer site meetings (including overnight stays).

Essential Skills:

• Bachelor’s degree from a four-year college or university, or equivalent relevant experience in the Water and Wastewater industry, serving municipal and industrial markets.
• Strong ability to read and interpret customer requests for parts, including reviewing archived Bills of Materials and cross-referencing applicable parts to updated part numbers.
• Excellent verbal communication skills with the ability to engage effectively with customers, accurately document requests, and enter information into company systems.
• Proficient in basic mathematical functions, including fractions, percentages, and simple financial calculations, to support the preparation of customer proposals.
• Able to search historical documentation (paper and electronic) and update data to meet current standards.
• Proficient in business-related computer applications, including Microsoft Office Suite, CRM software, and ERP systems.