Issue Resolution Specialist - Enerpac Tool Group

ENERPAC TOOL GROUP - Who we are?

Enerpac Tool Group Corp. is a premier industrial tools, services, technology, and solutions provider serving a broad and diverse set of customers in more than 100 countries. The Company makes complex, often hazardous jobs possible safely and efficiently. Enerpac Tool Group's businesses are global leaders in high pressure hydraulic tools, controlled force products, and solutions for precise positioning of heavy loads that help customers safely and reliably tackle some of the most challenging jobs around the world. The Company was founded in 1910 and is headquartered in Menomonee Falls, Wisconsin. Enerpac Tool Group common stock trades on the NYSE under the symbol EPAC.

For further information on Enerpac Tool Group and its businesses, visit the Company's website at https://www.enerpactoolgroup.com/ .

Summary - basic function of the role

Responsible for investigating and resolving all customer complaints related to order processing, item pricing, invoices, additional charges, and shipments. Provides exceptional customer support to internal and external customers through a focus on quality and timeliness of resolution. Works as needed with other departments to resolve customer issues quickly and accurately for maximum customer satisfaction. The Issue Resolution Specialist role is fast paced, requires collaboration with many stakeholders (customers, customer support team, shipping department, return goods department, commercial team members) and requires a holistic understanding of the company's operations. Primary responsibilities include management of Return Goods Requests, Shipping Claims, and Customer Disputes. Also acts as a back up to Customer Support Specialists when required.

Shift: Monday - Friday, hybrid 3 days in office schedule in Menomonee Falls/Milwaukee, WI

Job Duties and Responsibilities

• Process customer requests via the Oracle ERP system for Inventory Stock Return adjustments applying Enerpac stock return policies.
• Process customer credits and debits in the Oracle ERP system to resolve various sales order discrepancy issues, pricing errors, item shortage or overage shipments.
• Manages entry of customer complaints into the company Qualityze Complaint System.
• Reports out to management causes of customer complaints via Qualityze system specific to customer support team.
• Assists with resolution of customer invoice disputes received via Enerpac Accounts Receivables Department. Processes entry of "manual" credits/debits into the Enerpac Shared Services System to resolve same invoice disputes.
• Acts as liaison with shipping Carriers to resolve customer shipping issues.
• Manages re-routing of shipments through carrier contacts when required.
• Identify and initiate process improvement opportunities to improve the customer experience.
• Provide feedback and documentation from intelligence gained through customer interactions.
• Accurately and efficiently enter customer orders into ERP system when required.
• Performs other related duties as assigned.

• Must be self-motivated, collaborative, and team-orientated
• Demonstrated ability to manage multiple competing priorities while maintaining a positive, courteous, and professional attitude.
• Exudes a sense of urgency; prioritizes and jumps into customer situations in a fast pace, high volume environment.
• Extreme attention to detail.
• Requires a passion for customer service and desire to help others.
• Previous experience following standard work procedures.
• Strong oral and written communication skills including active listening.
• Intermediate skills in Microsoft Office applications including Outlook, Teams, and Excel are required.
• Knowledge of Oracle ERP or similar ERP system is preferred.
• Knowledge of, or ability to learn, industrial products is preferred.

• Associate's Degree or higher
• Minimum 3 years of customer service or inside sales experience, preferably in manufacturing environment with high exposure to industrial products.

Employee will have to be able to walk/climb to a variety of primary work locations. Employee will need to listen, understand, and speak with team members in person, telephonically, and electronically at all levels within a diverse workforce and with supported organizations. Employee is able to work in front of a personal computer in a stationary position and using a telephone for long periods of time. Employee will constantly perform repeating motions that may include the wrists, hands and/or fingers. Employee will also need to access the accuracy, neatness and thoroughness of the work assigned.

Work Environment

Primary work environment is temperature-controlled office setting, but may also include typical warehouse environment on occasion, where following appropriate safety protocols at the location would be required. Employee will be exposed to low levels of noise in an office.

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

Direct Reports

N/A

Key External Contacts/Clients

Customers

Customer Support Specialists/Inside Sales

Shipping and Return Goods Teams

Territory Managers

Customer Relations

Diversity Statement

We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We will ensure your application is fairly considered and if hired, you will have an equitable opportunity to give your best at work, not because we're required to, but because it's the right thing to do. Enerpac Tool Group will provide reasonable accommodations within the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, reach out to our Talent Acquisition Team for additional information.

If you're looking for a unique, exciting career with variety and potential for growth, Enerpac Tool Group offers challenges & extraordinary rewards for people on a global scale

The above statements reflect the general details necessary to describe the principle functions of the job described and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.