Customer Service Representative

The Timken Company (NYSE: TKR) engineers, manufactures and markets bearings, gear drives, belts, chain, couplings, and related products, and offers a spectrum of powertrain rebuild and repair services. The leading authority on tapered roller bearings, Timken today applies its deep knowledge of metallurgy, tribology and mechanical power transmission across a variety of bearings and related systems to improve reliability and efficiency of machinery and equipment all around the world.

This position will support/coordinate a broad range of activities to ensure the ILS Dayton operation successfully meets customer service targets by proactively seeking to understand customer requirements and effectively communicating them with operations. This will require a thorough understanding of the value streams at the Dayton plant as well as a thorough understanding of our systems processes and those of our customers.

* Provide the communication and action link between scheduling, operations and customer plants regarding the identification of customer delivery priority needs by identifying priority orders, expediting product flow by working with operations supervision, identifying problem areas, proposing solutions and following up on shop floor commitments and execution * Effectively manage large amounts of incoming calls * Identify and assess customers’ needs to achieve satisfaction * Build sustainable relationships of trust through open and interactive communication * Provide accurate, valid and complete information by using the right methods/tools * Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution * Keep records of customer interactions, process customer accounts and file documents * Capture customer orders in the system * Invoices customers using CRM tool for ILS * Expedient and thorough feedback on customer order promise dates. Expedient and organized dissemination of information to the appropriate personnel regarding progress on schedule for attaining customer order promise dates. * Minimize past due to request through development of proactive activities. * Maintain positive and professional working relationships with customers, co-workers, plant supervision, operators, and management team. * Effective utilization of Sage ,MS Excel, Outlook.

**Basic Qualifications:** * Minimum – High School Diploma or Equivalent * Preferred – Associate Degree **Technical & Functional Skills:** * Proven customer support experience using SAGE * Strong phone contact handling skills and active listening * Excellent communication skills * Ability to multi-task, prioritize, and manage time effectively * Deal directly with customers either by telephone, electronically or face to face * Microsoft Word, Excel, Outlook