Who we are:

Heidelberg USA is a reliable and highly innovative partner to the printing industry. Our brand has been synonymous with quality and future viability for more than 170 years. This means that we are a company with a long tradition, but at the same time we help define the future trends in our industry thanks to state-of-the-art technologies and innovative business ideas. We are dedicated to our equipment, our technology, our associates, and our customers. Come join the team!

What we are looking for:

The Customer Service Representative – Parts Associate answers incoming calls from our external customers, internal customers and USA Techs (24/7/365) regarding parts inquiries. In this role the Customer Service Representative – Parts will quote or sell parts, complete returns, create service and parts notifications, escalate problem situations or down equipment. Drive additional revenue through specials.

Successful candidates will prioritize meeting and exceeding our customers’ expectations.

Customer Service is the cornerstone of our business, and the Customer Service Representative- Parts is expected to deliver personalized, consistent, competent, and proactive service support; the Customer Support Representative- Parts must always exhibit professionalism.

What you will do:

Details:

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Enter orders/ quotes in SAP
• Identify equipment by serial# and/or customer#. Correctly identify parts needed and offer solution and pricing for the customer
• Gather warranty information and evaluate if parts should be covered under warranty or service contract or should be charged to the customer
• Determine mode of shipping and method of payment
• Identify equipment using the Service Point, Parts Manuals and/or Sherlock, Component Scout and personal reference material
• Must be able to take control of the call to most effectively gather pertinent information needed to complete the parts request. and handle customers in a diplomatic manner.
• Identify opportunities for upselling complimentary parts and parts specials
• Track shipments via carrier web sites, notes on order, or direct contact with vendor or warehouse. Provide required information to requestor. Escalate as needed
• Inform customer of parts status. Complete form and submit to Product Managers. Receive feedback from Product Managers and inform customer of part status

What you need:

• Ability to work in fast paced environment
• Excellent verbal and written communication skills.
• Excellent research, analytical, and problem-solving skills.
• Excellent knowledge of Microsoft Office Suite
• SAP experience preferred

The Perks:

• Medical, dental, and vision coverage eligibility from day 1
• Short- and long-term disability coverage offered
• 401 (K) plan with employer match
• Life insurance coverage offered
• Vacation, Sick and Personal Time Off offered
• 9 company holidays
• 5 floating holidays
• Career advancement opportunities
• Learning and training
• Collaborative work environment
• Endless opportunities

Location: Kennesaw, GA

Pay Range: 40 K – 48 k

Our compensation structure is based on market, skills, and experience along with other key factors. Please note candidates will be evaluated on these factors to determine actual pay. Total compensation can be larger when factored in with benefits, bonuses, or commissions if applicable.

Important Message:

Heidelberg is committed to providing equal opportunity and valuing diversity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, color, religion or belief, national or social or ethnic origin, citizenship status, sex, pregnancy, age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, protected veteran, family medical history or genetic information, family or parental status, or any other status in accordance with the requirements of all applicable federal, state, and local laws.

Compliance:

Must be authorized to work in the USA without sponsorship

We participate in E-verify

We are a drug free workplace. Selected candidates will undergo background check, drug screening, and MVR if applicable to position