Customer Service Representative - Parts & Service

APPLY NOW

Company: Empire Bakery Equipment

Location: Hicksville, NY

Job Type: Full-time

About Us

Empire Bakery Equipment is a leading provider of high-quality bakery equipment and solutions. We are dedicated to helping our customers achieve optimal performance and efficiency in their bakeries. With a focus on innovation and customer satisfaction, we provide exceptional technical support and genuine expertise in the bakery equipment industry.

Job Responsibilities

As a Parts & Service Customer Service Representative, you will play a vital role in ensuring customer satisfaction and resolving technical issues. Your primary responsibilities will include:

Customer Support

Answer incoming Parts & Service calls, collect customer information, log information in our CRM. Provide the appropriate team member with the information required to address the customers’ needs. Answer basic inquiries, diagnose routine problems, and offer appropriate solutions via phone, email, or in-person communication. Follow up calls to customer and/or service technicians to make sure issues are being resolved satisfactorily.

Service Dispatch

Assist with communication between team members and our network of third-party maintenance teams to coordinate service requests and ensure timely resolutions for customers. Maintain open lines of communication and provide necessary information to assist external technicians in diagnosing and repairing equipment.

Account Administration

Administrative support for team members in the Parts & Service department, including but not limited to generating sales orders, special order quotes, processing payments, and assisting with UPS orders.

Customer Relations Management

Build and maintain strong relationships with customers by providing exceptional service and support. Follow up on service requests, ensure customer satisfaction, and address any additional needs or concerns they may have.

Requirements

• High school diploma or equivalent; technical certifications or vocational training in a related field are a plus.
• Previous experience in a technical support or customer service role, preferably within the bakery equipment industry.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
• Knowledge of bakery equipment, such as ovens, mixers, and dough dividers, and their maintenance requirements.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.
• Proficiency in using computer systems and software applications for order processing and data management.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
• Customer-focused mindset with a commitment to delivering exceptional service.

How To Apply

If you are ready to join our dynamic team and make a difference in the baking industry, we would love to hear from you! Please submit your resume, along with a cover letter highlighting your baking experience and why you are interested in this position, to JoinOurTeam@empirebake.com. Please include "Bakers gonna Bake" in the subject line.

Please Note: Only qualified candidates will be contacted for an interview. We appreciate your understanding.Empire Bakery Equipment is an equal opportunity employer. We value diversity and encourage applications from individuals of all backgrounds and experiences.

APPLY NOW