Service Support Representative

4 weeks ago


Pulaski, United States Village Associates Full time

As a Service Support Representative (SSR), you will be an effective member within a high-performance team required to deliver excellent customer experiences and service to both external and internal customers. The role of a SSR will work closely with the tech support team, supply chain, and production techs. The SSR will interact with our customers daily offering excellent customer service while providing information in response to inquiries about customer orders internally and externally.

Responsibilities:

1. Order Entry

  • Customer Purchase Order Email Entry
  • Website Order Entry
  • Warranty Orders
2. Parts Calls
  • Answer customer parts inquiries about part numbers and pricing over the phone with quality customer service and timely fashion
  • Entering Parts Orders from customers on the phone
3. Correspond with customers via Email or Phone Call
  • Order confirmation
  • Part lead times
  • Tracking
  • Pricing
4. International Parts Requests
  • Correspond with international customers on pricing and lead times.
  • Create Pro Forma Invoices
  • Keep organized special shipping requests.
5. Process Returns and RMA requests

6. Open Order Management
  • Checking your non shipped orders to confirm if parts are not in stock or in stock to ensure orders are being shipped in a timely fashion
7. Repair corresponding to get payments.
  • Call customers to get payment for parts they sent in for us to do an internal repair and testing on.
8. Help communicate with purchasing team on parts pending for orders if not ordered.

Materials and Equipment Utilized:
  • Computer, Phone, Printers, Copy Machines, etc.
Working Environment:
  • 75% - Office Environment
  • 25% - Manufacturing Environment
Requirements

Education and Training:
  • 3-5 years' experience in the customer service industry
  • MS Office Suite experience - MS Teams, Excel, Word, Visio, and Outlook
  • High School Diploma or Equivalent
Knowledge/Skills/Abilities:
  • Excellent customer service skills
  • Detail-oriented
  • Organized
  • Work both independently and in a team environment
  • Time Management skills
  • Ability to multi-task
  • Goal orientated and result-focused
  • Adapts well to change
  • Comfortable in being accountable to a team
  • Strong interest in growing personally and professionally
  • Committed to Village Why's and Bay Tek's Mission, Vision, and Values
  • Inspires others both internally and externally
Travel Requirements:
  • Opportunity to travel to a trade show occasionally
Physical Requirements:
  • Be able to lift 10-25 lbs. for short periods


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