Customer Service Technician

Customer Service Technician Description

Job Overview: The Customer Service Technician serves as a key point of contact for internal and external customers, providing responsive support related to quotations, order entry, delivery schedules, and product needs. This role works closely with customers, distributors, internal teams, and vendors to resolve issues, manage multiple priorities, and deliver a positive customer experience. The ideal candidate is self-driven, tech savvy, comfortable learning technical products, and able to remain positive and solutions-focused in a fast-paced environment.

Responsibilities

• Provide first-class customer service and support by phone and email to customers, distributors, and internal partners.
• Enter and manage customer orders through SAP and support order processing from entry through delivery.
• Prepare customer quotations and communicate order, pricing, and delivery information accurately and professionally.
• Manage multiple projects, customer requests, calls, and priorities simultaneously while maintaining accuracy and follow-through.
• Coordinate with internal company resources and external vendors to research and resolve customer or distributor issues.
• Use strong analytical and problem-solving skills to understand customer needs and identify appropriate solutions.
• Apply mechanical aptitude and product knowledge to support customer questions, including reading manuals, drawings, and other technical information.
• Maintain a positive, self-driven approach when working with customers, including situations involving service issues, delays, or other concerns.

Requirements

• Bachelor’s degree with 2+ years of product and/or customer service experience, or high school diploma/GED with 4+ years of relatable experience.

Core Competencies:

• Excellent written and verbal communication skills with the ability to handle internal and external contacts in a positive, assertive, and effective manner.
• Positive, customer-focused mindset with strong ownership, follow-through, and the ability to work independently.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Demonstrated product and/or customer service experience with the ability to support internal and external customers.
• Strong analytical, organizational, multitasking, and problem-solving skills.
• Some mechanical aptitude and the ability to learn and understand technical products.

Preferences:

• Experience with SAP, Oracle, Salesforce, or a similar ERP/CRM system.

• Experience with SAP customer records, customer orders, service notifications, or related order-management processes.

• Tech savvy with the ability to read and interpret manuals, drawings, or other technical product information.

• Travel & Work Arrangements/Requirements

• This position is based onsite in Quincy, IL. After six months, and once the employee is fully trained and performing successfully, the role is eligible to work remotely one day per week. The remote day may be selected based on team coverage and business needs.

Pay Range:

• The pay range for this role is $45,000–$55,000. The pay range considers a wide range of factors that include a candidate’s skills; experience and training; licensure and certifications.

What We Offer

• At Ingersoll Rand, we embrace a culture of personal ownership — taking responsibility for our company, our communities, and our environment — as well as for our individual well-being. Our comprehensive benefits package is designed to empower you with the tools and support needed to take charge of your health and future.
• Our benefits include healthcare coverage (medical, prescription, dental, and vision), wellness programs, life insurance, a 401(k) plan with company match, paid time off, and an employee stock program, among other offerings. These benefits, combined with our pay transparency and inclusive culture, reflect our commitment to supporting you at work and beyond.
• Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency.