Customer Service Associate

Job description

🔍Erie, Pennsylvania, United States

📅 309Total Views

📅 1800048IRequisition #

Apply for Job
Share this Job
Sign Up for Job Alerts

RESPONSIBILITIES:


Responsible to conduct daily business within the constraints of operational and departmental budgets. Directly accountable to Aftermarket/Field Service Manager. Directly supportive to Field Service Managers, and Field Service Technicians. Must work independently and be proactive. Must possess the skills to determine best course of action to efficiently satisfy customer requests.

Failure to perform will have a negative impact on operation goals, loss of repeat sales and/or a negative effect on the Company's image and credibility.

MAIN TASKS:


Provide customer support via the following responsibilities: Unit and parts quotations, order entry, opening, tracking, and logging of service requests/tickets. Completion of service tickets and order entry, credit card processing, RMA processing and follow-up, shipping and inventory management including shipping parts orders, receiving inventory, interfacing with vendors.

Provide technical screening for all product offerings. Respond to and dispatch requests for Field Service Technicians according to Field Service Technician Level Guide.

Receive and follow-up on customer calls and outstanding issues. Interface between Field Service Technicians and customers to ensure service requirements if necessary. Provide travel and logistics support to Field Service Technicians as required.

Provide telephone, e-mail, WebEx support to customer base, sales office, and Field Service Technicians.

Support customer training as needed or requested. Coordinate the generation of required documentation, scheduling, demo equipment, etc. with Field Service Technicians.

Support the Quality improvement process in coordination with OPEX manager.

Complete any projects or tasks as assigned by the Field Service Manager.

Provide weekly and monthly activity reports as required for service operations metrics such as Field
Service utilization and billable hours.

ORDER PROCESSING:

1. Provide information as required on price and delivery on parts or service requests via telephone, fax or email.
2. Process incoming parts and service orders reviewing for accuracy and complete specifications. 3. Enter parts and service order into the business system.
4. Process parts orders for shipment or service orders for deployment.

Tracks, provides updates and assists with management of MSA's, PM's and other types of service agreements. Keeps quote log and tracks service invoicing.

INVENTORY COORDINATION:
Ensures that inventory transactions are entered efficiently and accurately.
Ensures the integrity of inventory record keeping.
Assists and verifies the cycle counts process and justifies the adjustments for any shortages/overage as it pertains to Field Service inventory or inventory on service vehicles.

OTHER RESPONSIBILITIES:
1. Provide information as required on status of a Field Service Technician.
2. Tracks and assists with maintaining the field service Fleet
3. Documents and tracks equipment and tools for Field Service Technicians.
4. Special tasks as assigned.
5. Communicates work practices and HSE information to the Field Service Technicians.

REQUIREMENTS:

EDUCATION: High School diploma/GED and 2yr Associates Degree, 4yr Bachelor's Degree desirable. Or three years' experience in technical product support or call center environment.

SKILLS: Strong oral and written communication, interpersonal, organizational and analytical skills are preferred. Good personal computer skills, typing, use of PC with SAP, Outlook, Power Point, Excel, Microsoft Office experience, high volume of phone inquiries.

WORK SCHEDULE: Shift work, ability to support a flexible schedule between 1st and 2nd shift as required, primarily working a modified 2nd shift.

WORK ENVIRONMENT: Majority of work time is spent in a climate controlled office environment

PHYSICAL DEMANDS: Eighty percent of time is spent sitting using PC for order entry, quoting, scheduling and deployment; telephone time is significant and is primary work tool. Physical demands include all the activities associated with noted work efforts (see duties and responsibilities).