Customer Service Rep II

Company Overview:

Nikkiso Clean Energy & Industrial Gases is a leading provider of cryogenic pumps, heat exchangers, process systems, turboexpanders, services, and solutions for the liquefied natural gas (LNG), liquefied hydrogen (LH2), and industrial gases industries. Applications include fueling stations, marine engines, peak shaving, power generation, virtual pipelines, carbon capture, geothermal power and well stimulation. We are a subsidiary of Nikkiso Company Ltd, a leading industrial manufacturer headquartered in Tokyo, Japan, with $1.5 B USD in annual revenue, 8000 + employees worldwide, and publicly traded on the Tokyo Stock Exchange.

Nikkiso ACD is an engineering and manufacturing company specializing in machinery designed to operate at cryogenic temperatures as low as – 420 degrees Fahrenheit, the boiling point of Liquid hydrogen. For over 50 years, Nikkiso ACD has specialized in centrifugal and reciprocating pumps as well as turbines for air separation. Nikkiso ACD has the most diversified product line in the industry covering nearly every application requiring pumps or turboexpanders.

Job Overview:

Responsible for responding to customer inquiries, requests for quote, processing customer order and follows up after contracts. Acts as the main contact between ACD and customers during the proposal, negotiation, and order processing phase.

This position is based at Nikkiso ACD located in Santa Ana, CA.

Responsibilities:

Customer inquiries

- Log in all inquiries into data base.

- Conducts preliminary sizing of equipment using in house Excel programs.

- Distribute specification to engineering for review.

- Distribute process data to engineering for evaluation and sizing.

- Gather information for proposal package with assistance from engineering and contracts administration.

- Review technical and commercial specifications, review with contract administration and engineering and prepare response to customer.

- Prepare priced quotation using either frame agreement or database pricing.

- Complete pricing/process and technical package and send to customer.

- Create and maintain all customer communication in proposal file.

Customer Follow up

- Summarize contract.

- Work with Contract Administrator to open sales order.

- Supply list of comments and exceptions and latest proposal.

During course of contract

- Maintain contact with customer to ensure satisfaction with progress of order.

- Support the customer, Contract Administrator and Engineering for problems or questions.

After shipment of project

- Rollup costs to review gross margin.

- Performs other duties as assigned

Qualifications:

- Bachelor’s degree preferred (BS in Mechanical Engineering a plus)

Experience:

- Two years in customer service, sales support, applications or sales engineering, preferably in a machinery manufacturing environment and with rotating equipment such as pumps, pumping systems, compressors, expanders, or reciprocating pumps.

- Experience in the industrial gas industry a plus.

Knowledge, Skills and Abilities:

- Verbal communication skills, speaks clearly and persuasively to convey information effectively; actively listens to understand, asks questions as appropriate and responds well to questions.

- Written communication skills, writes clearly, accurately and informatively providing detailed documentation, analysis, specifications, quotes, and recommendations to other regarding product line performance.

- Analytical skills: identifies complex problems and reviews related information to develop and evaluate options; considers the relative costs and benefits of options for optimal performance; determines how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

- Organizational skills: Manages and completes multiple tasks on time and plans, prioritizes, and organizes work to achieve goals and objectives with excellent follow through and follow up with responding in a timely manner to customer inquiries and demands.

- Interpersonal skills: Builds constructive and cooperative working relationships with multiple departments and customers to effectively achieve goals and objectives.

- Computer skills: High level of proficiency in Microsoft Office software, especially Word, Excel, and Outlook; proficiency in order entry and customer database software.

- Ability to work under pressure, meet deadlines, and work independently with little supervision.

- Ability to take on responsibilities and challenges, be self-motivated, persistent, hands-on, and results-oriented with a strong sense of urgency, excellent attention to detail and the ability to take initiative and accomplish goals.

- Ability to discuss highly technical details of equipment with engineering, customers, and contract administration during negotiation process

- Ability to demonstrate a high degree of professionalism, maturity, customer service focus and overall good judgment.

Work Environment

- This job operates in a professional office environment.

- This role routinely uses standard office equipment such as laptop computers, photocopiers, and smartphones.

Physical Demands

- While performing the duties of this job, the employee is regularly required to talk or hear.

- Specific vision abilities required by this job include close vision and ability to adjust focus.

- This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Salary: $47,000 - $61,000 annually

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.

EEOC Statement:

Nikkiso CE&IG is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.