The Weir Group PLC

  • 2018-20286

    Posted Date 1 week ago(1/8/2019 9:15 PM)
    Customer Service Representative
    Job Location
    Shift Schedule
    Manages Others
  • Company Profiles

    Weir has been in business since 1871 and our sustainability and success has been built on attracting, retaining, and developing exceptional people.


    As a global company, employing around 15,000 people in over 70 countries, we reflect the diversity of our customers in the diversity of our people and ensure everyone is given the opportunity to flourish regardless of their gender, race, beliefs or background.


    Weir is an inclusive and innovative organisation where you can be your authentic self. We continually develop our talent and diversity of thought to keep our business relevant, innovative and successful for the future.






    Enabling our people to unleash their full potential is central to ‘We are Weir’, our vision, mission, and strategic priorities. We aim to be the most admired engineering business in our markets and we'll achieve that ambition by being the employer of choice in our markets.


    We offer a wide range of career opportunities across a variety of technical and business roles in engineering, manufacturing and service locations worldwide.

    Business Need / Purpose of Role

    Under the supervision of the Customer Service Supervisor, the Customer Service Representative is responsible for managing all areas of their assigned After Market spares territory in accordance with company policies and procedures.

    Objectives & Measurement - Key Responsibilities

    Including but not limited to:

    • Serve as primary contact for entry of spare parts orders, auditing the purchase order at time of entry for proper spares discount level, commercial terms and conditions, shipping terms, verify credit and taxes are in accordance with company policies, review code field accuracy for product categorization and sales identification.
    • Process spare parts orders that are entered through Weir on-line ordering systems and have a firm knowledge of how the on-line systems function, be able to answer processing questions when required.
    • Auto email / fax all spares order acknowledgements to customer.
    • Expedite parts as needed and follow up with the Customer, Rep or Distributor. Provide shipping info for rush orders as needed.
    • Generate and manage spare parts sales quotations, updating based on customer changes and deleting from system after significant period of inactivity.
    • Submit cost updates and item reactivation requests, reviewing the results for accuracy before submitting to the Customer Service Supervisor for sale price determination.
    • Manage all areas of the spare parts requirement for assigned territory and provide feedback to the Customer.       Follow up, review and maintain held orders, ship complete orders, credit card orders and late orders. Monitor items/ orders for a possible earlier shipment than promised, maintain order dates when appropriate.
    • Serve as primary contact for all Customer Master updates, ensure data integrity in all fields and verify compliance with U.S. Denied Parties list.
    • For designated territory, generate and manage approved Return Material Authorizations (RMA) using the appropriate system databases. Issue credit at completion of the RMA process.
    • Generate credit memos as assigned through the system database designated for this purpose.
    • Generate invoices for progress payments and shipment of spares from remote warehouses, perform other miscellaneous invoicing for other departments as requested.
    • Provide customer assistance to ensure spare parts compatibility for installed equipment, review component drawings and recommend spare parts lists with customer as needed. Suggest possible material substitutions when the requested material is not in stock.
    • Retrieve archival installation data and generate current revised spare parts lists as required to meet the more difficult demands for aged equipment.
    • Perform 24 -7 Emergency On Call Service on a rotation basis as assigned by Customer Service Supervisor.
    • Serve as a primary and secondary backup for Customer Service Representative(s) when out of the office.
    • Work with all departments to ensure customer satisfaction.
    • Work with Engineering and Purchasing as needed to provide quotation/order fulfillment of components needed for pump retrofit to mechanical seal configuration.
    • Keep Customer Service Supervisor and Aftermarket / Service Operations Manager informed of pertinent information (i.e. current market trends, competitive developments), and recommend improvements.      
    • Regular and reliable attendance is key to performance of this job.
    • Promote and maintain a flexible, cooperative, team oriented, and customer focused attitude within and between departments.
    • Complete special projects as assigned.
    • Comply with all Product Marketing Department and Company policies, procedures, and programs.
    • Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
    • Responsible for Environmental Health and Safety management and policy commitments as prescribed for this role in Weir’s Duty of Care.

    Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

    Job Knowledge / Education and Qualifications

    Education and/or Experience:             

    Associate’s degree and/or four-year degree preferred. Minimum two years of     experience in a related position within client services, key accounts management, or contract administration required. Experience with in a manufacturing environment is preferred. Must have experience working with customer/client accounts, reviewing purchase order terms and pricing, working with account management database systems.


    Experience developing spare parts sales quotes through effective interpretation of equipment parts lists and component diagrams; working with procurement and manufacturing supply chain to ensure timely shipment of parts orders, advising sales channel and customers on order status; and processing Return Material Authorizations and credit memos, is highly desirable.


    Language Skills:

    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.



    Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.


    Reasoning Ability:

    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.


    Computer Skills:

    Requires the ability to operate a variety of standard business equipment and software, including Microsoft Office and email.


    Certificates, Licenses, Registrations:

    Requires a valid driver’s license.


    Other Knowledge, Skills and Abilities:

    Technical aptitude. Extreme accuracy. Solid technical drawing interpretation skill. Good problem-solving, organization, oral and written communication, motivation, human relations, records keeping, and follow-through skills. Spanish language skills a plus. Work effectively as a team member. Ability to promote and maintain positive relationships. Good work ethic – proactive. Confidence in own abilities and capable of acting decisively. Ability to project and maintain professionalism with a diversity of people inside and outside the Company.


    Willingness to accept responsibility and accountability. Ability to work under pressure and in stressful situations and maintain attention to detail. Must be acceptable to change and have the ability to plan and organize, perform over time as required to meet the needs of the job.


    Physical Demands:

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    The employee is frequently required to sit, use hands to finger, handle, or feel, and talk or hear.


    The employee is occasionally required to lift up to 10 pounds. Specific vision abilities required by this job include close vision.


    Work Environment:

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    General office environment. Moderate noise.

    Core Competencies

    Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.


    Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.


    Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.


    Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.


    Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.


    Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.


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