Brentwood Industries
Customer Service Specialist I
Brentwood Industries, Reading, Pennsylvania, United States, 19610
The
Customer Service Level 1 (CS1) Specialist
serves as the first point of contact for our global customers, delivering responsive, professional support across multiple product lines. This role plays a key part in driving global aftermarket sales by ensuring a positive customer experience through effective communication, problem-solving, and transactional support. The CS1 is expected to be customer-focused, friendly, driven, detail-oriented, and reliable. Additional duties may be assigned as needed to support business objectives.
Essential Responsibilities:
Respond promptly and professionally to customer inquiries for components and materials via phone, email, or other channels. Prepare and submit timely and accurate quotations/proposals based on customer requests for quotation (RFQ), utilizing company systems and cross-referencing historical data as applicable. Coordinate with Product Line Managers for large or complex RFQs to ensure comprehensive proposal development. Provide product, services, and policy information as needed. Troubleshoot basic customer issues or escalate complex cases to CS Level 2, Solutions Team members, or appropriate departments as applicable. Maintain detailed and accurate customer records in the CRM system. Assist with CRM data maintenance (e.g., missing information, key dates, opportunity values). Process customer orders by entering them into the ERP system upon conversion from quotes. Follow established SOPs and company policies. Proactively recommend or create procedural improvements where gaps exist. Provide feedback on recurring issues or areas for improvement. Track open opportunities and conduct timely follow-up with customers. Meet or exceed performance metrics (e.g., sales targets, response time, resolution time, customer satisfaction). Support global Aftermarket sales growth in line with strategic objectives. Collaborate with Regional Sales Managers, Regional Solutions team members, and Representative firms to support customer and sales initiatives. Assist with project planning and internal cross-functional collaboration across departments such as Marketing, Engineering, Planning, and Finance. Represent the company at national and regional trade shows and support RSMs and Representative firms as needed. Build and maintain strong relationships with Representative firms in assigned territories. Be available for occasional domestic travel for trade shows, rep firm visits, or customer site meetings (including overnight stays). Essential Skills:
Bachelor's degree from a four-year college or university, or equivalent relevant experience in the Water and Wastewater industry, serving municipal and industrial markets. Strong ability to read and interpret customer requests for parts, including reviewing archived Bills of Materials and cross-referencing applicable parts to updated part numbers. Excellent verbal communication skills with the ability to engage effectively with customers, accurately document requests, and enter information into company systems. Proficient in basic mathematical functions, including fractions, percentages, and simple financial calculations, to support the preparation of customer proposals. Able to search historical documentation (paper and electronic) and update data to meet current standards. Proficient in business-related computer applications, including Microsoft Office Suite, CRM software, and ERP systems.
Customer Service Level 1 (CS1) Specialist
serves as the first point of contact for our global customers, delivering responsive, professional support across multiple product lines. This role plays a key part in driving global aftermarket sales by ensuring a positive customer experience through effective communication, problem-solving, and transactional support. The CS1 is expected to be customer-focused, friendly, driven, detail-oriented, and reliable. Additional duties may be assigned as needed to support business objectives.
Essential Responsibilities:
Respond promptly and professionally to customer inquiries for components and materials via phone, email, or other channels. Prepare and submit timely and accurate quotations/proposals based on customer requests for quotation (RFQ), utilizing company systems and cross-referencing historical data as applicable. Coordinate with Product Line Managers for large or complex RFQs to ensure comprehensive proposal development. Provide product, services, and policy information as needed. Troubleshoot basic customer issues or escalate complex cases to CS Level 2, Solutions Team members, or appropriate departments as applicable. Maintain detailed and accurate customer records in the CRM system. Assist with CRM data maintenance (e.g., missing information, key dates, opportunity values). Process customer orders by entering them into the ERP system upon conversion from quotes. Follow established SOPs and company policies. Proactively recommend or create procedural improvements where gaps exist. Provide feedback on recurring issues or areas for improvement. Track open opportunities and conduct timely follow-up with customers. Meet or exceed performance metrics (e.g., sales targets, response time, resolution time, customer satisfaction). Support global Aftermarket sales growth in line with strategic objectives. Collaborate with Regional Sales Managers, Regional Solutions team members, and Representative firms to support customer and sales initiatives. Assist with project planning and internal cross-functional collaboration across departments such as Marketing, Engineering, Planning, and Finance. Represent the company at national and regional trade shows and support RSMs and Representative firms as needed. Build and maintain strong relationships with Representative firms in assigned territories. Be available for occasional domestic travel for trade shows, rep firm visits, or customer site meetings (including overnight stays). Essential Skills:
Bachelor's degree from a four-year college or university, or equivalent relevant experience in the Water and Wastewater industry, serving municipal and industrial markets. Strong ability to read and interpret customer requests for parts, including reviewing archived Bills of Materials and cross-referencing applicable parts to updated part numbers. Excellent verbal communication skills with the ability to engage effectively with customers, accurately document requests, and enter information into company systems. Proficient in basic mathematical functions, including fractions, percentages, and simple financial calculations, to support the preparation of customer proposals. Able to search historical documentation (paper and electronic) and update data to meet current standards. Proficient in business-related computer applications, including Microsoft Office Suite, CRM software, and ERP systems.