Customer Service Representative
2 weeks ago
- 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.
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