Job description
Overview:
Through a customer-centric mindset, the Customer Service Representative II will act as a problem solver and liaison for customers as well as a direct resource for customer requests, questions, and/or problems. You will have the opportunity to provide customer service to Sales/Manufacturing Representatives, Distribution Centers, Resellers, National & Global Accounts, and Consumers / End users. You will get to offers prompt and professional responses while creating a personal relationship with the customer and maintaining an enthusiastic attitude. Responsibilities:
Do you consider yourself as having a customer-centric mindset?
Through a customer-centric mindset, the Customer Service Representative II will act as a problem solver and liaison for customers as well as a direct resource for customer requests, questions, and/or problems. You will have the opportunity to provide customer service to Sales/Manufacturing Representatives, Distribution Centers, Resellers, National & Global Accounts, and Consumers / End users. You will get to offers prompt and professional responses while creating a personal relationship with the customer and maintaining an enthusiastic attitude.
- Interacts with all our customers up to and including sales representatives, distribution centers, resellers, and consumers, to handle a variety of pre-sales or post-sales service functions including taking, editing and expediting orders.
- Checks order / Service repair status and product availability.
- Creates / process return authorizations, and / or service returns.
- Processes requests for Invoice adjustments.
- Fields entry level product related inquiries.
- Maintains direct contact with customers before and/or after order fulfillment.
- Supports sales team by developing and maintaining positive customer relations, with clients/customers, which can substantially affect service and/or product revenue(s).
- Works with various departments to meet Sales / Service goals.
- Works with end-users, resellers and/or distributors to receive accurate account of equipment failures and provides reports to management.
- Responds to customer inquiries (Return to Manufacturer Approval, status, delivery, etc.) post-sale to resolves scheduling, shipping, and invoicing issues.
- Expedites customer requests and is point person for other supports functions.
- Coordinates with other departments regarding order status, shipping dates, prices, product availability and back orders.
- Other duties as assigned
- Minimum 2 years of college, completion of Apprenticeship, or minimum of 4 years of customer service experience
- Fluency in English, as well as fluency in Language for region of the world that you are supporting
- Ability to work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
- Ability to work independently, receiving little instruction on daily work, but receiving general instructions on newly introduced assignments.
- Understands basic application of all Company products.
- Excellent verbal and written communication skills.
- Good computer skills, preferably in a Windows environment. Knowledge of SAP a plus
- Good problem-solving skills.
- Enjoys working in a team environment
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