Customer Service Representative

2 weeks ago


Wilmington, United States LanceSoft Full time
Job Description:
  • As a Certified Pre-Owned (CPO) Instrument Reverse Logistics Specialist, you will provide pre-sales and/or post-sales support to benefit Client customers in areas such as reverse logistics, trade-in/buyback quotes, problem return resolution, packaging ordering, and shipping.
  • Manages and coordinates the end-to-end return logistics customer experience (from order to de-installation) by applying broad knowledge of customer situations, company processes, and instrument requirements related to reverse logistics and product shipment.
  • Resolves customer service issues for complex, multi-country or multi-regional accounts.
  • Acts as a liaison between customers and appropriate internal organizations such as sales, manufacturing, logistics and service delivery to resolve customer inquiries.
  • May identify and follow up on business opportunities.

Principle Duties/Responsibilities:
  • Coordinate and manage transactional CPO Trade in/Buyback (TIBB) and Rental activities between organizations including Customers, Field Sales, Customer Support Organization, Field Repair Center, Logistics, Order Management, Customer Operations Center, and CPO Operations.
  • Coordinate and manage trade-in and rental returns processes with the COpC, CPO Business Development Engineer, and sales.
  • Support the development of business processes in support of CPO-focused operational initiatives.
  • Identify and follow up on business opportunities to strengthen TIBB and Rental businesses.

Job Posting Qualifications:
  • Bachelor's or master's Degree or University Degree or combination of education and business experience in managing business processes.
  • Experience in working in an environment with interruptions and multiple changing priorities.
  • Good planning and organization skills.
  • Customer oriented (both internally and externally).
  • Experience scheduling service calls is highly desired.
  • Strong communication skills and ability to work with various cultures.
  • Proficient in English.
  • Familiarity with Client products.
  • Comfortable working through complex business models.
  • Demonstrated expertise with SAP ECC.
  • Knowledge of Client quoting, order entry, and order fulfillment processes.
team player, customer-centric, and self-motivated

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