Customer Service Representative

Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/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. Ensures service information is accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.

This is an individual contributor role that requires the use of judgment in applying professional expertise and is expected to work independently with minimal supervision. This position requires professional mastery of a specialized field of expertise that typically requires a college degree or equivalent. The job requires a good knowledge and comprehensive understanding of the range of processes, procedures, and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts & principles upon which the job is based. The job requires the ability to make judgments based on practice and previous experience. This job typically requires a degree in process or equivalent and no experience.

Essential Duties & Responsibilities:

• Processing orders, credits, loan kit queries, repair order requests
• Arranging returns and collections and handling proof of delivery and pricing requests
• Handling incoming e-mails and calls
• Proactively communicating with internal & external customers
• Investigating and resolving invoice disputes
• Logging and following up on issue resolution and related communication back to the customer
• Demonstrating knowledge in at least one or more complex areas / processes
• Taking ownership of specific areas of responsibility such as key accounts, complex orders (e.g., capital orders, lot consumption)
• Effectively prioritizing the tasks within these areas
• Taking ownership of complex queries related to these areas
• Investigating and resolving invoice disputes and pricing queries
• Performing training for junior or new members of the team
• Working with colleagues to effectively organize and prioritize the tasks within specific areas
• Working on improvement of processes with other departments as well as internal procedures
• Performing follow-up investigations to ensure the team is meeting the KPIs and SLAs.
• Acting as a mentor for more junior customer service representatives

Complex tasks with a wider area of expertise, improvement of internal procedures and processes across teams.