Be the first point of contact for all Nielsen-Kellerman customers and resellers. Provide sales and technology support telephonically and online and execute the majority of order-related functions. Work as part of a team with Manufacturing/Order Fulfillment, Sales and Finance to achieve excellent Company sales results, product performance and customer satisfaction and loyalty. Technical support functions are part of the growth path for this position. This is at-will employment.

• Provide prompt and courteous response to customer and dealer inquiries, quote requests, and basic technical support inquiries by phone, chat and email.
• Accurately enter and process customer orders and payments received via phone, fax, email and web using Sage 100 integrated business software.
• Download orders from ecommerce sales portals (Magento and Shopify) and enter data in web-based customer EDI systems.
• Set up new customers following standard procedures and update customer accounts as required.
• Develop in-depth knowledge of product catalog: features, specifications, applications, configurations and pricing, and provide product selection guidance to customers.
• Confirm availability of stock, quote prices and shipping dates.
• Prepare international export customs and other required documentation.
• Function as in-house support for field sales people – responding to inquiries, entering orders, and communicating with customers as needed.
• Make out bound calls to existing customers and dealers to build sales volumes and add product sales to existing accounts.
• Operate multi-line VOIP phone system: answering in-bound calls, transferring calls to the correct person or department, making public address announcements, and setting up special messages in the voice mail system.
• Perform all duties in a timely manner and maintain target productivity.
• Perform other related administrative duties as needed and requested.
• Occasionally attend trade shows and other events to support sales.
• Respond to and direct in-person Company guests, service professionals, vendors as needed.
• Light office coordination including; scheduling, travel and additional administration duties

Senior/Experienced:

• Resolve customer support related issues and assist customers in obtaining answers to their more advanced technical support issues and product concerns. Escalate issues as needed to Technical Support, Product Management or Engineering.
• Develop and apply knowledge of 3rd party apps, devices, equipment that customers use in conjunction with NK/Kestrel products.
• Develop and apply knowledge of how our customers use the NK/Kestrel products to provide knowledgeable, insightful suggestions to improve their results and product experience.

Personal Qualities for Success in this Job

You will be most successful working as a Customer Service Representative at NK if you:

• Have the patience to handle difficult and repetitive questions.
• Are personally focused on accuracy and fixing errors in data where observed.
• Take personal satisfaction in providing excellent customer service.
• Possess curiosity and empathy for customers and their goals.
• Are able to work independently with limited direction and able to work collaboratively and communicate effectively with others in a team environment.
• Can think critically to solve problems for troubleshooting.
• Have good memory and retention to recall and apply knowledge of previous issues.
• Have good “on-the-fly” computer research abilities to locate solutions if not personally known.
• Have a technical bent and general comfort level with mobile devices, computers and other forms of technology.

Required Competencies

• Work on a computer, sitting, for a full work day.
• Use computers, e-mail applications and specialized software proficiently.
• Strong, quick and accurate data entry skills.
• Operate a phone system and take calls with a positive, professional, pleasant phone manner with clear diction and communication.
• Compose business emails using correct grammar, spelling and punctuation.
• Research and digest web-based information quickly.
• Retain and understand product details in memory and apply to communicate technical features.
• Help customers make informed product choices based on their expressed interests.
• Basic numerical, mathematical and currency proficiency.

Education and Experience

• High school degree or equivalent required, AA or BA degree desired.
• 2 years customer service experience.
• Data entry experience.

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Work Environment and Physical Demands

Climate-controlled office environment. Must be able to sit for extended periods. May be required to stoop, kneel, crouch or crawl, climb or balance. Must be able to use a standard or readily modified computer and phone system.

Hours of Work

Office hours are Monday to Friday, 9:00 to 5:00 pm. Some flexibility to set hours around office hours with collaboration of customer service team. Overtime is limited but may be occasionally required. Hybrid and partially remote work is also available.

Training

Most training is on-the-job but opportunities for formal skills training may be provided on and off site.

Travel / Work Location

5% business travel as may be required to support local shows / regattas. 95% in Boothwyn, PA. Reliable transportation required.

Pay Rate / Non-salaried position

$20.00 - 25.00/hour depending on prior experience, demonstrated applicable skills and education. Overtime is limited and must be pre-approved. Annual raises based upon individual growth and development and annual bonus based on individual and company performance.

Benefits

• Fully paid employee benefits include medical, dental, short & long term disability and basic life / AD&D insurance.
• Voluntary contributory benefits include family medical, vision, supplemental life insurance for self, spouse and children, critical care insurance and pet insurance.
• HSA with employer contribution.
• 401k with employer match to 5% (begins after one year of service, fully vested).
• 9 paid holidays and 80 hours PTO.
• All benefits are subject to a benefit waiting period of approximately 90 days.

Work Authorization/Security Clearance

Must be eligible to work in the US without sponsorship. Security clearance is not required.

Equal Opportunity Employer

NK is an equal opportunity employer. NK conducts all employment-related activities in full compliance with all applicable Federal and State laws and without regard to an individual’s age, color, sex, disability, marital status, national origin, citizenship, race, religion, sexual orientation, veteran status or other legally protected category is an Equal Opportunity Employer. No person will be discriminated against in hiring or in any other aspect of their employment and also applies to training, transfer, promotion, compensation, benefits and all other aspects of employment. Reasonable accommodations will be made to enable persons with disabilities to perform the essential duties and responsibilities of this position.

About NK

NK is known worldwide for its waterproof speed measurement, timing and audio systems for competitive rowers and paddlers, used by virtually every school and club program throughout the world from novices to Olympic medal winners. NK’s Kestrel Weather & Environmental Meters are portable weather instruments used by firefighters, military personnel, farmers, hikers, meteorologists, sports teams and thousands of other people who need to know the conditions where they work or play. Our Kestrel Ballistics Meters combine advanced ballistics calculators with accurate on the spot environmentals to get military, law enforcement, competitive and recreational long range shooters on target. Our products ARE us - we design them, build them, sell them, and passionately stand behind them.

NK has been in business for over four decades and is still growing stronger. Working here offers excellent opportunities for personal and professional development as well as the fun and satisfaction of being part of a successful American business. NK is a Lean enterprise committed to American manufacturing and continuous improvement of our design, production, administrative and sales processes.

NK's facility (manufacturing plant and offices) is located in Boothwyn, PA, about 30 minutes southwest of Philadelphia. NK's work environment is informal and high-energy (and dog-friendly), and our employees' quality of life is important to us. We truly live the meaning of that “Teamwork” rowing poster found on the walls of so many businesses. Come try out for our team (no erg testing required).