Customer Service Administrator

4 weeks ago

Wilmington, Delaware, United States Symbotic Full time

Customer Service Administrator

Time type: full time

Posted on: August 08, 2024

Job requisition id: R3819

What we need

Symbotic is seeking a Customer Service Administrator that will be responsible for managing customer inquiries, processing orders, handling complaints, and providing administrative support to the customer service department. This person This role requires excellent communication skills, attention to detail, and a commitment to customer satisfaction. This person will be

What we do

The Customer Service Administrator is part of our the Quality team is part of the Manufacturing organization; which is responsible for driving continuous improvement practices of our systems' performance. Our quality team ensures that the products and processes meet the highest standards of quality, safety, and reliability. Their primary focus is to maintain consistency in the production of robots and automated systems that meet customer requirements and comply with industry standards. The quality team collaborates closely with various departments to ensure that quality is integrated throughout the entire product development and manufacturing lifecycle

What you'll do

Interact with customers, providing information and addressing inquiries about products and services. Resolve customer complaints effectively.Process customer orders, returns, and exchanges accurately and efficiently, focusing on warranty and spare parts orders.Handle warranty claims from initiation to resolution, including verifying claim eligibility, coordinating repairs or replacements, and maintaining warranty records.Work closely with the supply chain team to ensure the timely availability and delivery of spare parts. Assist in managing inventory levels to prevent shortages and delays.Oversee the distribution of spare parts to customers, ensuring accuracy and timeliness. Coordinate with logistics providers to track shipments and resolve any delivery issues.Provide administrative support to the customer service team, including preparing reports and maintaining documentation related to warranties, supply chain activities, and spare parts.Maintain and update customer records in the database, including information on warranties and spare parts transactions.Coordinate with other departments to ensure seamless service delivery and resolve any customer issues.Monitor and track customer service metrics related to warranties, supply chain, and spare parts, identifying areas for improvement.Assist in developing and implementing customer service policies and procedures, particularly those related to warranty and spare parts management.Participate in training sessions to stay updated on products, services, and customer service best practices, with a focus on warranty processes and supply chain operations. What you'll need Bachelor's degree preferred in business administration, supply chain management, or related degree preferred, or equivalent work experience. Minimum 5 years of Customer Service experience customer service or administrative role, with experience in warranty management, supply chain, or spare parts distribution being a plus.Excellent verbal and written communication skills.Strong problem-solving skills and attention to detail.Proficient in Microsoft Office Suite and customer service software (e.g., CRM systems).Familiarity with supply chain and inventory management software is a plus.Ability to handle multiple tasks and prioritize effectively.A positive attitude and a strong commitment to providing outstanding customer service.Ability to work independently and as part of a team. Our Environment Up to 10% of travel may be required. Employees must have a valid driver's license and the ability to drive and/or fly to client and other customer locations.The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis. #LI-TS1 #LI-Hybrid Apply Now

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