About this role
Customer Service Associate in the Motion Solutions division provides customer service, order management, and sales support for customers, suppliers, and internal partners. This role receives and responds to requests for quotations, orders, lead times, order changes, adjustments, and related customer inquiries about Motion Solutions products and services. They will prepare quotations on standard and non-standard items, enter and tracks orders, coordinates documentation, and communicate timely updates.
Salary: $27 - $31 Hour |DOE
Primary Duties:
• Receive telephone, email, fax, or walk-in requests for price quotations, purchase orders, order changes, adjustments, and cancellations from Motion Solutions customers, original equipment manufacturers, distributors, and other external partners.
• Provide responsive customer service and sales support for Motion Solutions products and services, maintaining strong rapport with customers and helping ensure timely, accurate communication throughout the quote-to-order process.
• Support the Outside Sales Team, Engineering, Project Management, Manufacturing, and Branch Operations by coordinating customer information, order details, delivery updates, and required documentation.
• Use ERP systems and other business tools to retrieve customer information, stock status, purchase order status, pricing, delivery information, and order history; enter and update customer orders accurately using established codes and procedures.
• Track and follow up on inquiries, quotations, open orders, delivery commitments, and customer requests through ERP systems and other tracking tools.
• Work closely with suppliers, warehouse expeditors, and internal Motion Solutions teams regarding delivery status, scheduled shipments, documentation, and routine order or service issues.
• Apply established procedures and sound judgment to resolve routine to moderately complex customer service, order, pricing, delivery, documentation, and supplier-related issues; escalate non-routine or complex matters as appropriate.
• Ensure required documentation is obtained, accurate, and forwarded to the customer or appropriate internal partner in a timely manner.
• Interface with suppliers on routine technical, pricing, availability, and delivery questions, coordinating with internal technical or management resources when additional expertise or approval is needed.
• Assist Accounts Receivable with customer payment, credit hold, and billing-related questions by gathering information, communicating status, and coordinating with the appropriate internal partners.
• Maintain accurate records, quotations, order notes, follow-up activity, and other required documentation in accordance with established procedures.
• Address and help resolve customer requests and/or complaints using a professional, positive, and solution-oriented approach.
• Collaborate with appropriate departments and personnel to support customer satisfaction, on-time delivery, and effective execution of Motion Solutions work.
• Identify and share practical ideas to improve customer service, internal systems, documentation, and department procedures within assigned scope.
• Maintain a safe, clean and organized work area.
• Adhere to strict Safety Guidelines.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive list of 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.
Experience and Education:
• High school diploma or equivalent required; additional coursework, certification, or training in business, customer service, supply chain, technical products, or a related field.
• Minimum of 2 years of related customer service, inside sales support, order management, administrative support, distribution, manufacturing, or technical product support experience.
• Performs work under general supervision, applying established procedures and judgment to complete routine to moderately complex assignments.
• Possesses solid working knowledge of customer service, order entry, documentation, pricing, delivery follow-up, and business system processes, with the ability to recognize when to escalate issues.
Knowledge, Skills, and Abilities:
• Solid working knowledge of customer service practices, quote-to-order processes, ERP or business systems, order tracking, documentation requirements, and basic pricing, availability, and delivery coordination.
• General knowledge of the organization, Motion Solutions products and services, internal departments, supplier relationships, and standard operating procedures sufficient to support customers and internal partners effectively.
• Ability to handle routine to moderately complex customer inquiries, order issues, delivery questions, documentation requests, and service concerns while referring to more complex, non-standard, or escalated matters to appropriate resources.
• Demonstrated customer/client orientation with the ability to build rapport, communicate professionally, follow up timely, and support positive customer experiences.
• Strong oral and written communication skills, including the ability to gather information, explain order status, document activity accurately, and communicate across customers, suppliers, sales, engineering, operations, and management.
• Effective problem-solving skills with the ability to research information, identify practical solutions, resolve routine service issues, and recommend process improvements within assigned scope.
• Ability to prioritize work, manage multiple customer requests, maintain accurate records, and follow established procedures in a fast-paced customer service and operations environment.
• May provide informal guidance, coaching, or support to less experienced team members on routine processes, systems, documentation, or customer service practices.
• Scope of work is intermediate in nature and focused on assigned customer accounts, orders, quotations, documentation, and service activities, with decision-making guided by established policies, procedures, and supervisory direction.
Physical Demands and Work Environment:
The essential functions of this position will require the employee to perform the following physical activities:
• Frequent use of office equipment
• Must be able to carry, push, pull, reach, and lift materials and objects up to 50 lbs.
• Standing, walking, sitting, reaching, stooping, and bending.
• Communicates verbally with MFCP leadership, co-workers, and one-on-one, and group meetings.
• Work in a temperature-controlled office environment with moderate noise.
• Regular in-office attendance is required.
• Up to 10% of travel may be required by automobile and/or air travel.
• On-site regular and reliable attendance is required.
Additional Information:
MFCP Participates in E-Verify
“We are an Equal Opportunity Employer. We do not discriminate on the basis of age, race, sex, color, religion, national origin, marital status, sexual orientation, veteran status, military status, disability, genetic information, or any other applicable status protected by federal, state or local law."
Candidates are subject to pre-employment criminal background, drug screen, and DMV record review, along with reference checks.