Customer Service Representative

Summary

The Customer Service Representative acts as an in-house liaison with the customer and the various MO product lines and support functions concerning pricing agreements. This position is responsible to perform all necessary functions to ensure market area pricing levels are maintained throughout the duration of contractual agreements. Primary activities include reviewing, updating and supporting pricing efforts for Fixed Price Agreements and Life Cycle Services Agreements. Additional responsibilities include coordination of appropriate price lists considering price/margin/leadtimes, support of LCS TSS team and Sales Managers.

Essential Functions

A job function is considered essential when at least one of the following is true:
The reason the position exists is to perform this duty.
Removing this function would fundamentally change the position.
A limited number of employees are available to do the function.
A person must have expertise to perform this duty.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job

**Responsibilities**:
Observes safety regulations and exhibit a concern for safety.
Shows commitment to quality ethics and focuses on meeting the needs and expectations of both internal and external customers.
Obtain parts pricing through published price lists, historical data, product support personnel, and other sources
Obtain parts lead times through SAP, historical data, product support personnel and other sources
Establish selling prices of parts and leadtimes based on the previous history, evaluation of customers, evaluation of the market, and company objective margin.
Secure proper approval from respective product line stakeholders for proposed pricing and price deviations from MALP
Create and manage GQS tickets with long parts lists for LCS MOI offers
Support TSS LCS with pricing for LCS MOI offers
Support GKAMs with pricing related inquiries from respective customers
Establish and maintain a good company image within the territory by providing exceptional customer service, a professional attitude, and up-to-date product knowledge.
Participate in the establishment of pricing strategies and customer negotiations.
Resolve pricing-related problems, discrepancies, and customer-related issues by working with sales and product support teams.
Demonstrate cooperative team effort within the solutions group and the team.
Position requires excellent customer relation skills, ability to work within a team environment, analytical aptitude, and the ability to work in a very fast-paced environment.
Perform other duties and/or other special projects as required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing 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.

Supervisory Responsibility

This position does not have direct supervisory responsibilities

Employees are expected to adhere to Metso Outotec’s established Leadership Principles.

Travel

Up to 10% may be required for this position

**Qualifications**:
**Education/Training**:
Associates degree preferred or equivalent work experience

**Experience**:
Intermediate to advanced proficiency in excel
Intermediate proficiency in SAP
2+ years of experience in Customer Service with end-users.
Experience in data analysis with large data sets
Experience in the mining and construction industry is an asset

**Knowledge, Skills, Abilities**:
Strong Customer service-customer satisfaction capabilities.
Ability to make reliable decisions during pressure situations.
Be able to read and interpret engineering drawings and possess a strong mechanical aptitude.
Familiarity with Incoterms and import/export documentation is a plus.
SAP experience preferred (SD and MM modules).
Excellent verbal and written communication skills. English is a must.
Be willing to actively engage in problem-solving opportunities.
A high level of computer skills is essential - Excel, Word, and Powerpoint.
Strong analytical mindset with the ability to manipulate and analyze large data sets
Highly motivated individual with the ability to work under pressure and meet deadlines.
Strong communication skills, plus co-operation, interpersonal, and presentation skills to manage internal and external interfaces.
Must be capable of effectively and accurately working on several projects at one time, and organizing, prioritizing tasks, and working in a fast-paced environment.
Skills need to include building and managing internal relationships, negotiation skills, and understanding of customer needs and market requirements.

EEO Statement

As a multi-national company Metso Outotec values and thrives on diversity. We are an equal opportunity employer. All employment decisions are made on the basis of qualifications, merit and business need. If you need