Customer Service Lead

3 weeks ago

Fishers, United States Securitas Electronic Security Inc Full time

Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge and technology power our connected ecosystem of health, safety and security solutions and services. To learn more, visit securitastechnology.com.

OVERVIEW

The primary function of this role is to provide Customer Service and Sales Order Management for the Pacom North America and Latin America regions. Also supply additional customer service support to Sonitrol NA. This would include supporting the customer order process through effective communication, timely order delivery status, and issue resolution.

Pacom and Sonitrol are part of Security Products & Services (SPS) group within Securitas Technologies and is a dynamic company that offers a highly challenging, yet interesting work environment. This position will be expected to engage daily with Customers, regional Sales teams, Finance teams, and SPS Fulfillment teams to deliver the highest level of customer satisfaction.

ROLES & RESPONSIBILITIES

  • Review and validate submitted Customer purchase orders for accuracy to ensure a clean order.
  • Actively review sales order backlog including estimated ship dates and backorder estimated delivery dates.
  • Support Sales Order Entry and Fulfillment resources as needed.
  • Establish high proficiency/knowledge with ERP systems including Infor and NetSuite
  • Interacts daily with sales teams in providing reliable information regarding customer order status and delivery.
  • Assumes responsibility for resolving all customer issues or queries.
  • Supports product allocation process as needed.
  • Respond to customer and stakeholders on order fulfillment queries including billing accuracy, shipment accuracy, and customs clearance.
  • Process and repair RMAs and provide customer assistance with material returns (RMAs) and appropriate credit processing.
  • Provide internal communication of appropriate data through effective and timely reporting.
  • Assist and complete order changes or correction requests from customers.
  • Communicate with customers to accurately track inventory/stocking status.
  • Proactively communicate on back-order status with customers.
  • Carry out other duties as may reasonably be required.

QUALIFICATIONS, SKILLS AND EXPERIENCE:

  • High school diploma or equivalent
  • 2 years customer service experience preferred
  • Knowledge of Customer Order-to-Cash process
  • Bilingual (English/Spanish) required
  • Ability to work under pressure and adhere to defined service levels
  • ERP system experience with SAP, NetSuite Oracle, or Infor

Work Location: This role is an on-site hybrid position located in Fishers, Indiana.

Other Has contact with outside vendors, customers, etc. Has access to information that is considered confidential; product forecast, product cost, product development schedules, financial information, employee related information, etc.

We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.

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