Customer Service 26-00275 MT

Customer Service

The Customer Service Representative employs extensive skills and experience to bolster company position as the global leader in thermal imaging solutions through customer engagement coordination and administration leading to the delivery of post-sales products and services for a range of thermal imaging and test & measurement products.

LOCATION: Hudson NH 03051
POSITION: Contract
PAYRATE: 25.00 hour
HOURS: 8:00am to 4:30pm (M-F)

Primary Duties & Responsibilities:

• Leverages knowledge and experience in the administration of all phases of the return material authorization (RMA) process for internal and external customers across multiple product lines via voice email the service portal and Oracle case management system.
• Employs strict attention to detail in the preparation of estimates contract proposals maintenance agreements. Prepares export classification and export licensing requests via the OCR system as needed.
• Secures purchase orders and processes payment for the full range of service offerings; maintains all related documentation. Liaises with adjacent functional areas to ensure timely release from tax credit and trade compliance holds.
• Ensures all actions are performed in accordance with corporate finance legal and trade compliance requirements.
• Proactively communicates status of open orders and manages customer expectations with the highest degree of professionalism. Is empowered to make decisions to maintain customer loyalty and grow the business.
• Participates in quality reviews of all customer interactions; receives coaching and guidance aimed at delivering the best possible customer experience.
• Receives hands-on training and demonstrates competence on all business systems and platforms including SAP OCR Oracle and the service portal. Leverages technical expertise in testing SAP enhancements and new product features in the SAP NC40 test environment. Provides test reports as needed.
• Supports the growth of the service business by promoting company Care and Protect services service contracts and replacement product purchases.
• Work environment is team-based with high focus on cross-training and collaboration. The successful candidate will be punctual reliable and self-motivated.

REQUIREMENTS:

• Must be US Citizen or Green Card holder
• High school diploma or GED
• 3 years Customer Service experience
• Leverages technical expertise in testing SAP enhancements and new product features in the SAP NC40 test environment.
• Experience in multiple product lines via voice email the service portal and Oracle case management system.