Respond to diverse customer needs through effective telephone and written correspondence focusing on Service to our Customers. Provide support to Supervisor, and execute necessary reporting responsibilities and perform related field reporting problem analysis.
Requirements
- Working knowledge of personal computers required.
- Technical or vocational training of mechanical/technical nature desired.
Responsibilities
- Troubleshoot problems of technical, mechanical and applications nature to solve customer issues.
- Coordinate all aspects of order preparation through use of telephone, fax and mail for finished product and parts orders, with emphasis on detail and accuracy.
- Respond to telephone calls, mailed and faxed requests, to effectively address customer needs and handle job related inquiries.
- Initiate outgoing calls as required following up on customer requests and clarifying customer expectations.
- Generate no charge and memo orders to correct field problems, replace faulty parts under warranty, etc.
- Analyze warranty claims, process invoices; maintain follow up files and communicate results to the operations.
- Draft "knowledge base articles" and "Sales Bulletins" on own initiative.
Other
- Individual must demonstrate a sense of urgency and helpful demeanor with all internal and external customers, taking ownership of all duties from start to finish.
- This position is responsible for order entry, verbal and written communication with distributors, national accounts, sales representatives and internal personnel within the designated area of responsibility.
- Maintain and promote information on various sales programs (i.e. competitive discounts, special promotions, stocking programs).
- Handle any problems regarding payment of commission and commission changes.
- High school graduate or equivalent.
- 2+ years work experience in mechanical/technical service areas and/or customer service.
- Travel as required.
