Customer Service Representative

2 weeks ago


Newark, United States San Diego Full time

**Customer Service Representative**

** Newark, CA 3 weeks ago Be among the first 25 applicants**

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Sign in to save **Customer Service Representative** at **NTS - National Technical Systems**.

Manages a book of inactive/dormant customer orders where CRD is unknown, CRD is >60 days out or there has been no activity on the project within the last 30 days and no activity scheduled in the next 60 days. Will be primarily focused on working with customers to schedule their waiting order with NTS. Manages the inactive/dormant projects to get them to an active state for the lab to work. Coordinates hand off of a dormant to active Project with the lab Program Manager. Provides the level of customer engagement required by type of project and specific customer to ensure the customer's needs and expectations are met. Acts as a customer service representative and focuses on creating a positive customer experience.

**RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:**

Performs duties with the use of standard SOPs.

Ensures production tests are turned over for scheduling at the earliest possible date. Works with operations to expedite testing through the facility. Follows standard practices and procedures in managing order book. Builds productive internal and external working relationships. May be responsible for submitting "closing cost" COSs and related invoice. Primarily repeat work, multiple Customer phone calls and emails based on the provided directions and training.

Is primary point of contact for customer questions and scheduling for Dormant Projects. Communications (emails and phone calls) are at set intervals and also as determined by customer need. In constant contact with customers and helping to drive a positive customer experience.

Takes complete ownership of projects within book of business. Ownership entails:

1) Fulfilling our commitments and customer needs

2) Delivering projects to operations in a timely manner to ensure schedule commitments can be met (CRDs and PDDs)

3) Understanding project success means ensuring the project is handed off to the Program Manager at the earliest possible date

4) Providing customers with the expected amount of communication

5) Coordinating the flow of work to the facility on dormant projects with Customers and Department Managers

6) Consistently using the best practices of order book management

7) Establishing collaborative and mutually supportive relationship with those responsible for operations

8) Striving to help operations to be successful

9) Striving to help customer have the best experience with NTS possible

10) Manage the quality of backlog by issuing "closing" cost COSs/Invoices and then down booking the project

**REQUIRED EDUCATION/SKILLS/EXPERIENCE:**

1 - 3 years of customer service experience required.

Must be organized and practice time management.

Must have strong communication skills to work with different internal partners and customers.

Applies company policies and procedures to resolve routine issues.

Basic MS office skills. Basic VLab and ERP skills.

* Effective communication (phone/email), able to type efficiently, requires full time desk work.

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NTS - National Technical Systems Newark, California, United States

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