Job Summary and Primary Responsibilities
Interacts with customers and company service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents or trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements and product pricing.
1. Ensure all sales orders are processed accurately and in a timely manner
2. Liaises with sales teams and updates customers on the status of their order when needed
3. Provides support on product availability and other stakeholder needs
4. Resolves routine customer complaints around product delivery and shipping problems
5. Helps to provide solutions where there is a shortage or material constraint
6. Ensures all customer contact is handled in a timely, professional and satisfactory manner
7. Reviews product orders and determines appropriate shipping methods that align with company guidelines
8. Performs other duties as assigned
Required Skills / Capabilities
9. Excellent analytical and problem solving skills
10. Able to multitask and work effectively under pressure
11. Solid computer skills with intermediate proficiency in excel and other MS Office applications
12. Excellent communication and active listening skills, both written and verbal
Education and Experience
13. Typically requires a minimum of 1 - 2 years of related experience
14. High school diploma or equivalent required