Quincy Compressor dares to be the leader in our industry, always breaking boundaries to offer more to our customers across the world. We have the courage to be different, to take on a challenge, and to be leaders in innovation by offering a diverse product portfolio. As an organization, our purpose is to build unbreakable relationships with our customers, partners and especially our employees. We are looking to add the right people who will support our company mission, vision and values. We are currently seeking a Customer Care Agent to join our team.

Basic Function

Provide sales related information on parts and accessories for all Quincy products to distributors and customers. Assist customers with current and historical parts and accessories information, provide close support on parts orders, provide price quotations, provide and coordinate parts scheduling, process orders and inquiries. Responsibilities include phones coverage for parts orders and inquiries, price quotations, credit processing, RMA processing and technical support.

Principle Duties

• Answer all phone calls immediately and cover for other coordinators when they are absent.
• Edit and enter all orders received by fax, phone, mail or other means. Ensure that all information regarding pricing, part numbers, terms, freight, shipping destination etc. is correct.
• Enter and immediately process “Emergency Ship Sure” orders. Inform customers of any unavailable stock for “Ship Sure Orders”. Obtain and communicate credible information to the customers regarding availability of out of stock inventory.
• Using suitable available references, provide non-confidential technical information as required.
• Promptly attend to all customer requests. When necessary employ other knowledgeable assistance.
• Expedite all orders as requested by customers. Contact all applicable entities such as purchasing, engineering, manufacturing etc. to ensure that the request is fully met.
• Develop special quotes for air ends, compressor parts and air systems accessories. Coordinate efforts with other departments as necessary to achieve customer acceptance.
• Assist in the development of “Special” promotional distributor programs.
• Complete “Change Order” requests in a timely manner, ensuring that all requested modifications are correct and promptly communicated to the appropriate individuals and departments.
• Properly process all order cancellations. Apply appropriate cancellation charges, complete necessary documentation and communicate revisions as necessary.
• Maintain records of all communications and transactions. Develop reports of required information weekly and “Special” information request as necessary.
• Work toward cross training on all aspects and requirements of the Aftermarket Department to ensure that the department and your personal growth are achieved.
• Maintain a POSITIVE and professional relationship with our customers, distributors and other departments.
• Provide prompt, courteous answers and be helpful in all areas of concern.
• Assist the materials department to ensure that enough product is inventoried to meet the Aftermarket demands.
• Create customs documents for international orders.
• Process all “Drop Ship” orders and ensure that Emergency Ship Sure orders are communicated immediately to vendors.
• Monitor back orders, work with Materials people to expedite them and provide guidance on inventory levels to eliminate shortages in the future. Contribute to on-time shipment performance.
• Obtain and communicate to the customer all requested shipment tracking information.
• Refer “End User” inquiries to the appropriate distributor or the sales and marketing department for follow-up.
• Initiate ECR’s to correct component design, BOM or process issue.
• Initiate IAT calls to get part numbers set up by engineering.
• Investigate, administrate and properly process all credit issues in 10 to 14 days.
• Complete and administrate in accordance with the established within 5 days, all RMA requests.
• Assist as required to ensure that the minimum 95% fill and 95% on-time (within 48 hours) goals are achieved.
• Work within the guidelines of all company policy, and procedures.
• Assist in maintaining the accuracy of the Aftermarket price list and other documentation.
• Become familiar with and demonstrate proficiency in selecting the appropriate Quincy System products. Be able to independently and effectively process customer orders.
• Participate in, join, or assist the company TCV team Programs.

Education and Experience

• High School diploma or GED required
• Associates or Bachelor’s Degree preferred
• Related industry experience, sales, office and/or customer service experience would be an advantage

MAY BE REQUIRED TO PERFORM OTHER DUTIES AS REQUESTED, DIRECTED, OR ASSIGNED.

Quincy People & Culture

Quincy employees are resilient and like to be challenged. We welcome new ideas and we are ready to challenge the status quo when it comes to solving problems. Our working environment is diverse, collaborative and moves at a fast pace. We aim to create a workplace where every individual is valued, proud, empowered, respected, developed and rewarded.

Our values are important to us – they’re who we are, what we do and how we deliver the best experience to our customers, our organization and our community. Our commitment to the values of reliability, courage and resilience supports us in achieving our mission and they fuel our company vision.

If you are looking for an organization where you can be challenged, where you can learn new things, and even have a bit of fun while doing it, Quincy Compressor might be the place for you.

Quincy Compressor is an equal opportunity employer and does not discriminate in hiring or employment related decisions because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), sexual orientation, gender identity, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state or local law. Job promotions at Quincy Compressor will be based on such factors as quality of work, prior job performance, attendance, safety record, and ability to work well with others.

Accessibility Notice: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please call 251.937.5900. Reasonable accommodation requests will be considered on a case-by-case basis.