Customer Service Specialist

3 weeks ago

Skaneateles, United States Summit Technology Services, Inc. Full time

Summit Technology Services Inc has a long term contract for a Services Order Fulfillment Coordinator in Skaneateles, NY

Job ID S-BH24515

Candidates must be local and able to work on-site in Skaneateles Falls, NY. The position starts fully on-site and will eventually be 2-3 days/week remote once training is complete.

The Services Order Fulfillment Coordinator is the first point of contact for all customer inquiries related to the Repair, Calibration, and Service of Clients Ultrasonic and Radiography products.

In this role, you will be responsible for coordinating and supporting requests involving service from the point of initial customer inquiry through remittance.

Essential Responsibilities

Support day-to-day needs of all customer requests, including quotations, RMA creation, order processing, and billing resolution.

Coordinate the assessment, evaluation, and troubleshooting of products throughout the repair and calibration process

Provide customers with technical support via telephone and email as needed, while building and maintaining strong customer relationships

Ensure that timely follow-up is given to orders that require additional customer information and /or purchase orders

Pro-actively work with the Manufacturing and Service Teams to uphold daily operational rhythms to meet or exceed all internal and external expectations

Coordinate product delivery dates between several production sites using SAP, for both domestic and international orders

Develop and foster relationships with supply chain, engineering, account managers and channel partners

Utilize Salesforce.com to communicate with customers and create accounts/contacts

Ensure adherence to all compliance issues related to Know Your Customer policies, International Trade Controls, Health & Safety, and all other matters of legality and ethics

Maintain a customer focus while working in a fast-paced data-driven environment - Embrace full wing-to-wing ownership of all commercial operations transactions

Required Qualifications

Associate degree from an accredited College or University (OR High School Diploma / GED from an accredited school or institution with a minimum 3 years of experience in Industrial Services)

Preferred Qualifications

Bachelors degree from an accredited College or University, preferably in Business, Finance/Economics, or Engineering

5+ years experience in a Customer Care or Service Support role, preferably in an Industrial setting

Understanding and knowledge of complex commercial terms and ability to support point of contact to ensure execution of contractual terms, including payment terms, incoterms, and T&Cs.

Prior experience utilizing SAP for quotation/order creation, invoicing, or material management

Experience using Salesforce.com or Deal Machine for case management activities

Ability to prioritize and quickly sort relevant from irrelevant information and make good decisions when information is scarce or unavailable

Fluency in Spanish or Portuguese languages a plus

Skill & expertise in customer interaction and proactive issue resolution

Strong quantitative and analytical skills, specifically with SAP and Microsoft Excel-based reports

Knowledge of products and services, or previous experience working with Oil & Gas, Heavy Industry, or Ultrasonic Testing Methods/Theory

Please send your resume and availability to mary@summit-tsi.com

Visit us:

www.summit-tsi.com

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