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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


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