Customer Service Administrator

3 weeks ago

Danvers, United States Inkcups Full time

**Summary**: As a key member of the Digital Service team, this new role will be responsible for developing a system to manage the parts for service requirements, HQ spares, and local/regional warehouse stock levels. The role is responsible for coordinating the efficient operation of the Field Service parts department. Additionally, the role will support the digital service process in providing strong customer service skills to improve customer satisfaction. This is an exciting opportunity for someone who is seeking career growth and development.

**Customer Service Job Duties**:

- Develop a logístical flow to ensure immediate/rapid access to spare parts for our customers and Service team.
- Document and order the spare part types, quantities, and end locations needed to support each product in our digital portfolio.
- Manage OMS queue to process and ship orders on a daily basis, including parts, tooling, service
- Handle RMAs for digital customers
- Consolidate common parts such as filters, ink jet heads, ink circuit hardware, etc. so that inventory is minimized and the number of POs to support the Service needs are limited.
- Create product-specific spares maintenance kits for customers.
- Create requisitions for purchase orders needed to fulfill our maintenance and support needs.
- With Sales, forecast the installed base growth and the corresponding spare parts needs for each product
- Consolidate the Field Service data to properly invoice customers
- Part failure data should be documented to identify high failure rate items with metrics given to Engineering and Purchasing to pursue improvements with our suppliers.
- Poorly performing suppliers should be identified with corrective action and/or alternative sourcing work supported with Purchasing and Engineering.
- Support incoming service calls and funnel through case process for case to be dispatched
- Initiate customer surveys to gauge customer satisfaction and publish this feedback to service manager regularly (ie: post installation, post service, etc.)

**Customer Service Requirements**:

- Good organizational skills and strong attention to detail
- Experience with capital equipment and familiarity with electromechanical components and technology.
- Ability to work in a fast paced, hands on environment while also being able to effectively work on time sensitive projects.
- A strong team player—must be able to work with peers to fulfill parts needs and assist the Service, Finance, and Purchasing staff
- Bachelor’s Degree in a related field or equivalent experience preferred.
- Five plus years of strong experience or relevant hands-on purchasing, inventory and/or logistics experience required.
- Ability to de-escalate a situation, providing utmost customer service and displaying empathy when needed.
- Ability to legally work in the U.S. The company doesn’t sponsor work visas.
- Ability to work on feet for 8 hours a day.
- Ability to lift 10-20lb objects.

Pay: $55,000.00 - $60,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance

Shift:

- 8 hour shift

Weekly day range:

- Monday to Friday
- No weekends

Work setting:

- In-person
- Office

Application Question(s):

- How many years of inventory management experience do you have?

**Experience**:

- Customer service: 2 years (required)

Work Location: In person

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