Customer Service Representative

Position: 6-Month Contract in Reliability Services Department

Summary:

Manage the customer experience, including processing and entering customer data in an accurate and timely manner; maintaining effective customer, sales, and field service employee relationships; and striving for customer satisfaction by resolving issues in the most efficient and effective manner.

Essential Functions:

• Answer incoming customer service tickets, phone calls, and Teams messages courteously and consistently using established guidelines.
• Respond full circle to requests from customers, sales reps, and service reps.
• Collaborate with other departments to resolve customer issues and align with customers' needs and requests.
• Maintain appropriate records and documentation in our ERP System.
• Act as an account advocate by managing and overseeing inquiries that require concierge handling.
• Communicate proactively with customers to keep them aware of updates, changes, delays, and other information deemed important to them.
• Investigate and resolve billing concerns by tracing shipments, researching price differences, entering credit memos for approval, quoting special parts prices, and following up on credit hold orders in our ERP.
• Provide problem-solving and continuous improvement by removing barriers that impact product quality, support, on-time delivery, and customer satisfaction.
• Efficiently enter orders and address inquiries by leveraging resources.

Accommodations:

Accommodations are available upon request for all individuals with disabilities taking part in the recruitment and selection process.