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Customer Support Administrator

3 months ago

San Diego, California, United States KYOCERA Precision Tools Inc Full time

Customer Support Administrator

Job Category*:

  • CUSTOMER SERVICE

Requisition Number*:

  • CUSTO002510
Showing 1 location

Job Details

Description

Kyocera International, Inc. is a leading manufacturer of state-of-the-art, high-technology products which are used in a variety of industries including aerospace, automotive, industrial and semiconductor. Kyocera also has a wonderful and robust corporate culture and philosophy based on the experiences and writings of our founder,
Dr.

Kazuo Inamori, which you can learn more about here:

We have an excellent benefit package which includes Medical, Dental, Vision, Life Insurance, Tuition Reimbursement, Pension, 401(k) with company match, and paid Volunteer Time Off. We strive to have a diverse workforce made up of people from all backgrounds, including minorities, women and veterans, who bring their experience to support the innovation and quality that Kyocera is known for.

Kyocera Communication Equipment's Division


in San Diego, CA is currently seeking Highly Motivated
Customer Support Administrator who is responsible for interfacing with consumers, business customers, internal company sales, service, quality, engineering, accounting, headquarters, and legal representatives to handle a variety of post-sales service functions.

Candidate should be able to apply acquired job skills and company policies and procedures to complete assigned tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Answer incoming customer service calls and correspondence from customers.
  • Research and track the status of equipment returns, repairs, replacements, sales orders, delivery schedules, etc.
  • Issue RMAs, research and track incoming call center calls, email, and fax communication.
  • Maintain records of returns, schedule changes, customer payments and resolve return credit problems.
  • Manage the customer turn-around-time by managing replacement inventory levels, monitoring receipt reports, analyzing warranty status, releasing replacement orders for in warranty returns, issuing invoices for out of warranty returns, managing ship-back of extra items received from consumer.
  • Oversee all transactions in PayPal and drive payment of open invoices.
  • Drive resolution on billing & warranty disputes and processing customer satisfaction refunds where appropriate.
  • Manage the flow of manufacturing data from Japan server to BacTracs system.
  • Primary responsibility for real-time BacTracs system issue resolution to avoid line down conditions at Service Center.
  • Participate in Change Request development for BacTracs system requirements.
  • Manage key programs such as

Advanced Replacement:

tracking outbound/inbound shipments & resolving FedEx issues to endure on-time delivery, managing all payments, authorization holds, and releases, manual processing of bulk Advanced Replacement orders, tracking overdue returns of defective product, managing internal employee Advanced Replacement orders.


  • Account Management responsibilities for small business customers.
  • Process monthly billing for consumers and small business customer.
  • End-to-end management of Custom Configuration projects under Business Select program.
  • Mobile phone management through service provider for CEG.
  • Work closely with Service Center staff to resolve any BacTracs system issues that affect Kyoceras ability to timely process customer products.
Perform any other related duties as required or assigned.

Knowledge, Skills, Abilities:

  • Completion of high school, vocational training, or equivalent
2. 5+ years of customer service experience

  • PC and word processing skills, Microsoft Office with emphasis on Excel
  • Demonstrates the behaviors that support customer satisfaction
  • Excellent written and verbal communication skills
  • Superior problem resolution and follow-up skills
  • Detail oriented and ability to multi-task
  • Works independently
  • Time management skills
All applicants must be US persons within the meaning of US regulations.
Kyocera International, Inc. values diversity in its workforce, and is proud to be an AAP/EEO employer.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Kyocera International, Inc.s Human Resources team directly.


Qualifications

Skills

Behaviors

:

Motivations

:

Education

Required
High School or better.

Experience

Required

5 years: 5+ years of customer service experience

Licenses & Certifications

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