Customer Service Representative III

SATO America is seeking a detail-orientated, service-focused, Customer Service Representative III.

At SATO America, LLC our mission is to create new value for our customers through products and services of superior quality and to contribute towards a better and more sustainable world. In over 80 years, SATO has fostered a culture of professionalism and customer-centric innovation with an unchanging mission of value creation for customers that, in turn, contributes to a more sustainable world. Do you have what it takes to be our customer's most trusted partner for mutual growth, and always essential in an ever-changing world? If so, look no further. We have a place for you.

SUMMARY: The Incumbent will be responsible for providing hands-on customer service experience with a customer-centric approach Providing exceptional customer service at all times and in all situations. The Incumbent will also be responsible for responding to general product questions from both our partners. Must demonstrate a sense of urgency and accountability in responding to customer needs and requests for service and assistance. This position serves as a liaison between the business unit, the sales organization, and our customers across the various markets we serve.

Resolve complex or unusual requests and problems that may require a customized response and communicate solutions or requested information to the customer.

DUTIES & RESPONSIBILITIES:

• Main point of contact for our customer's communications
• Analyzes a customer's service needs and refers to other areas of the business for follow-up or additional information as needed
• Provides updates to other internal teams on customer service needs and factors that contribute to customer satisfaction.
• Train new employees on policies and work instructions
• May participate in ISO Quality Audits as needed
• May be assigned to support Enterprise or key customers
• Participate in customer account activity meetings on demand.

• Obtain and process customer orders
• Manage customer expectations by clearly communicating our commitments

• Prepare orders and answer customer and sales inquiries inclusive of; shipping/delivery dates, order changes/cancellations, etc.
• Interact with customers and internal departments to confirm customer requirements, obtain quotes, regulatory documents, request part numbers to ensure customer satisfaction
• Serve as the liaison between the business, the sales organization and our customer(s)

• Problem resolution including order management, recommendations to Operations that drive production schedules to meet customer needs
• Effectively multi-task and manage a high volume of email and incoming calls

• Accept and enter service calls; and notify technicians of customers' needs
• Submits paperwork to manufacturing and sales to obtain correct work and price estimates
• Review customer stock inventory to ensure product levels are maintained
• Maintain records of releases and provides customer specific reports
• The incumbent will analyze, establish, and recommend customer centric solutions with professional demeanor, tact, and an ability to always maintain positive relationships with both our internal/external customers
• Perform various clerical work such as data entry and filing
• Perform all duties safely following company policies and procedure
• Always maintains a professional demeanor
• Resolves customer complaints in a professional manner and enters them into Oracle and ETQ systems
• Ability to work well both independently with minimal supervision as well as in a collaborative team environment.
• Flexibility to work overtime when needed to meet business demands
• Perform other duties as assigned.

QUALIFICATION:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• Associate degree (A. A.) or equivalent from two-year college; or four plus years related experience and/or training; or equivalent combination of education and experience environment required.
• Solid working knowledge of Microsoft Office Suite
• Knowledge of Oracle, Microsoft D365 is required or other ERP & business system software.
• Excellent, verbal, written and interpersonal communication skills.

• Excellent critical thinking skills to analyze and solve problems and provide customer-centric results.
• Diligent and detail oriented.
• Ability to manage competing priorities, shift gears to react to urgent scenarios and meet daily commitments

• Independently performs a wide range of complex duties under general guidance.
• Has gained full proficiency in a broad range of activities related to the role.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting: Remaining in the seated position
• Dexterity: Picking, pinching, or otherwise working primarily with fingers rather than with the whole hand or arm as in handling
• Talking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL REQUIREMENTS:

5%-10%

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SATO America LLC offers a highly competitive salary in addition to an outstanding, market-leading benefits program. SATO's total compensation package extends well beyond your paycheck as it's designed to support and enrich your personal and professional life. See our benefit line-up below:

Health & Wellness: medical, vision, and dental insurance to include coverage for domestic partners. SATO contributes approximately 75% to the cost of employees' health insurance coverage along with 100% company paid Life & AD&D, short-term and long-term disability insurance, and a pre-tax Health Savings Account with an employer contribution of $500.00 or $1,000.00 depending on elected medical coverage.

Time Away: We observe 10 company-paid holidays per year and up to ten (10) days accrued vacation time in the first year. Eleven (11) days at year two (2). Twelve (12) days at year three (3). Thirteen (13) days at year four (4) and fifteen (15) days at year five (5). We also offer six (6) accrued personal days for you to use for things like weddings, moving, mental health, religious holiday, sick child or for anything that is truly personal.

Saving for the Future: plan for your short-term and long-term goals with our 401(k)-retirement savings plan with employer match with no vesting schedule. You are fully vested on the first of the month following 30 days of employment. SATO will match 100%/dollar-for-dollar of your 401(k)-deferral amount of the first 3% of your pay and an additional match of 50%/$.50 on the next 2% of your pay. For example, if you defer 5% of your pay into the 401(k) Plan, SATO will make a 4% matching contribution.

Work-Life: we offer an Employee Assistance Program for employees and eligible family members, career development, growth opportunities, and referral bonuses.

SATO America LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you are excited about this role but do not meet all the qualifications listed above, we encourage you to apply. We are focused on creating and fostering a diverse and inclusive workforce. SATO America LLC's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.