About the Role
Responsibilities
- Answer phone and provide assistance to the customers in the form of quotations, order processing, technical information, and problem-solving.
- Provide backup support for the customer service website by responding to customer inquiries.
- Ensure accuracy by determining part numbers through the use of manuals, drawings & help desk.
- On a rotating basis provide 24-hour emergency on-call service to customers and field service techs.
- Perform all functions necessary for proper processing of customer orders and quotations through the use of the internet, order entry system, and PC software.
- Address complaints resulting from customer error or that of other external or internal sources.
- Authorize customer return of parts not needed or parts shipped in error.
- Assist AP/AR in processing credits for part returns, providing proof of delivery to ensure proper payment of invoices and receiving PO's so vendors can be paid.
- Provide follow-up on backlog to ensure the invoicing is accomplished in a timely manner.
- Customer Service Mailbox Triage
- Provide disputes resolution and triage.
- Follow-up on quotes with both internal and external customers.
Requirements
- High school diploma
- Two (2) years experience in a customer service role
- Excellent interpersonal, communication, and organizational skills
- Strong desire to provide quality service with a team approach to achieve customer satisfaction
- Willingness and ability to be on 24-hour call on a periodic basis
- Strong PC skills in word processing, spreadsheet, and database software
Benefits
- Healthcare plans
- Dental plans
- Vision plans
- Robust wellness program
- Generous 401(k)
- Paid holidays
- Paid time off benefits
Additional Information
- Pymetrics assessments are used in the recruitment process; candidates will be invited to play assessment games upon application.
- The role requires periodic 24-hour emergency on-call service.
- Equal opportunity employer: employment decisions are based on qualifications, merit, or business need without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
