Customer Service Specialist
Job Type :
Direct
Compensation : 21.50 USD/HOUR
Hours :
Full Time
Travel :
No
Relocation :
No
Job Description :
Customer Service Specialist
Monday to Friday
Great Benefits!!
$21.50 per hour
- Respond and/or triage inbound customer phone calls.
- Manage incoming quote requests in total, in a timely manner.
- Manage and process incoming customer purchase orders in total, in a timely and efficient manner.
- Proactively answer reasonable customer inquiries in full, reducing re-handling of requests.
- Build rapport and relationship with customer by asking questions about current and future business plans leading to parts sales growth.
- Offer service products to customer such as audits, training, preventative maintenance agreements, etc.
- Enter new data and update records across multiple software systems to ensure consistent, aligned information (e.g., Syteline, Salesforce, Entytle).
- Learn basic technical information across product lines to troubleshoot fundamental customer questions.
- Engage service technicians when answering complex customer inquiries.
- Serve as resource for external customer questions; when necessary, refer calls or emails to appropriate cross-functional area(s).
- Serve as resource for external customers and internal cross-functional departments to assist in servicing the customer.
- Process Return Material Authorizations (RMAs) in total, in a timely manner, coordinating with the Receiving department as well as the customer to ensure the return is handled correctly.
- Manage backorder log so that parts ship timely.
- Ensure inventory data is correct by communicating discrepancies to Purchasing, Receiving and Inventory Control.
- Answer and process afterhours customer calls or emails, as scheduled. Note: This requires on-call rotation for evenings, weekends, and holidays.
- Other duties as assigned.
Required Qualifications :
- Customer-focused mindset.
- Written and oral communication proficiency.
- Collaborative contributor; team-oriented personality.
- Working knowledge and experience with technical drawing interpretation, part drawings, and sub-assembly documentation a plus.
- Detail oriented.
- Critical thinker, problem solver.
- Computer proficiency- MS Word and Excel, Salesforce, ERP.
- Multi-tasker in a fast-paced environment.
- Bilingual, Spanish-English a plus