Customer Service Representative at Bray International, Inc. in Billings, MT

Job description

• The Customer Service Representative (CSR) supports Kirst Process Equipment's customers by managing customer inquiries, quotations, orders, service-related activities, and administrative support functions. This role serves as a central point of coordination between customers and internal teams, helping ensure accurate order processing, timely communication, and a positive customer experience from initial inquiry through fulfillment.
• Working under the supervision of the Inside Sales Manager, the CSR collaborates with Sales, Operations, Accounting, Service, suppliers, and customers to support daily business operations in a fast-paced, small-office environment.
• At Bray International, we are the leading provider of industrial valves, actuators, and related control products, renowned for our innovative flow control solutions worldwide. Joining our team means becoming part of a company that values excellence, integrity, and collaboration.

Responsibilities

• Triage and manage customer inquiries via phone, Customer Portal, QQR, CRM queues, shared inboxes, and other communication channels, ensuring timely and accurate responses.
• Prepare Quick Quote Requests (QQR) and standardized quotes, validating requirements before release.
• Convert quotes to orders and confirm configuration, pricing, terms, and documentation are complete and accurate.
• Enter, process, and maintain customer orders with a strong focus on detail, accuracy, and data integrity.
• Finalize orders for planning and execution in ERP (LN), ensuring all required fields, attachments, and supporting documentation are complete and accurate.
• Review order documentation, pricing, lead times, and delivery commitments; identify gaps or conflicts and drive resolution.
• Build and distribute customer documentation packages related to orders, ensuring records remain complete and traceable.
• Issue and verify order acknowledgements promptly, confirming details align with customer expectations.
• Proactively expedite orders and communicate realistic delivery updates to manage customer expectations.
• Coordinate with Inside Sales, Applications Engineering, Projects, Outside Sales, Planning, Purchasing, Warehouse personnel, suppliers, and customers to keep work moving and issues resolved.
• Assist in monitoring open orders and backlog activity, following up on action items, delays, and customer commitments to support timely resolution.
• Maintain accurate CRM records, shared communications, notes, and next steps, ensuring timely follow-up, effective handoffs, and visibility of customer activity.
• Own customer orders end-to-end, from inquiry through fulfillment, ensuring consistent follow-up and clear communication.
• Follow established workflows and contribute to continuous improvement initiatives that reduce errors and enhance the customer experience.
• Coordinate service-related activities, including case management, quotations, orders, equipment evaluations, returns, and related documentation, ensuring accurate follow-through and communication throughout the process.
• Provide general administrative and office support, including phone coverage, record management, office organization, and other operational duties as needed.

Requirements

• High School Diploma required.
• 1-3 years of experience in customer service, order management, inside sales support, administrative support, or a related role preferred.
• Strong customer service orientation with professional written and verbal communication skills.
• Strong attention to detail, accuracy, and documentation discipline.
• Ability to manage multiple priorities, maintain organization, and follow through on commitments in a fast-paced environment.
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams.
• Familiarity with CRM and ERP systems; experience with LN or similar ERP systems preferred.
• Strong problem-solving and interpersonal skills with the ability to collaborate effectively across departments and with customers and suppliers.
• Customer-focused mindset with a sense of ownership, accountability, and flexibility to support a variety of business needs.

Skills

Required

• Strong customer service orientation
• Strong attention to detail
• Ability to manage multiple priorities
• Strong problem-solving
• Interpersonal skills
• Customer-focused mindset
• CRM systems
• ERP systems (LN or similar)

Benefits

• Competitive Pay Plans
• Comprehensive Benefits: Enjoy industry-leading benefits effective the first of the month after you have worked 30 days, including:
• Medical, dental, vision, and life insurance
• Paid holidays and vacation
• 401(k) plan with matching contributions
• Healthy Work Environment: We provide a smoke-free, drug-free workplace to ensure a safe and productive atmosphere for all employees.
• Career Growth: We are committed to your professional development, offering numerous opportunities for advancement within the organization.
• An Exceptional Company Culture: Bray is a Privately-owned and operated business with over 30 Years of Engineered Excellence
• Join Bray International and be part of a dynamic team dedicated to shaping the future of flow control solutions!