Customer Care Coordinator II

4 weeks ago

Marlborough, United States Doble Engineering Company Full time
JOB SUMMARY

The Customer Care Coordinator II is responsible for providing Doble customers with world-class customer care and providing professional, first level customer support to customers and clients via telephone, web portal and email. As the voice of the customer, the customer care coordinator will work directly with customers and other Doble support teams to develop and provide solutions, while maintaining a continuous positive customer experience. This position is located in either our corporate headquarters in Marlborough, MA or our location in Morrisville, NC, and will report to our Customer Care Supervisor.

ESSENTIAL JOB FUNCTIONS

• Responsible for all aspects of order entry related to domestic commissionable project orders

• Support RMA product return authorization numbers (RMA’s) to customers and clients

• Prepare order paperwork to facilitate order booking, shipment, invoicing for parts, repairs and services

• Issue and manage product and part return authorization numbers (RMA’s) to customers and clients

• Expedite the return of overdue material from customers/clients

• Coordinate, review, follow up and expedite as required customer purchase orders and shipment of customer orders to ensure on-time delivery

• Maintain an intermediate knowledge level of all products, parts and service offerings as it pertains to customer care. Ensure escalation process is followed appropriately by customers, clients and distributors

• Provide Level 1 customer support in a global call center environment (via web portal, telephone and email) to customers, distributors, sales representatives, and Doble service engineers who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software applications on diagnostic equipment used in the electric power industry

• Be an advocate for the customer (internal and external)

• Initial point of contact for customer requests for information, orders and case entry for all product offerings

• Provide license server administration and support to customers via email and phone for Doble software products

• Responsible for all aspects of order entry related to domestic & international spare parts service orders and project commissionable orders

• Prepare order paperwork to facilitate order booking, shipment, invoicing for parts and services

• Proficient computer skills and ability to use MS Office Suite at a basic to intermediate level

• Ability to meet critical deadlines while managing multiple priorities across the team

• From time to time may be require to work non-standard shifts and/or provide on-call coverage during non-standard Doble business hours

• Other tasks and duties as assigned

QUALIFICATIONS

EDUCATION

High School Diploma, or equivalent.

REQUIRED EXPERIENCE:

• 3 to 5 years of direct customer interface/customer service/call center or equivalent related experience

• ERP and CRM systems experience with a particular focus on order and case entry and administration

PREFERRED EXPERIENCE:

• Experience in a global customer support and cross cultural customers a plus

• Experience with cross border business transactions, customs documentation, domestic and international shipping compliance procedures and requirements

• Experience working with electric power utilities a plus

• Hands on experience with ERP, CRM, Order Administration and Case Management applications

• Knowledge of NAV is a plus

• Direct experience with cross border business transactions, customs documentation, domestic and international shipping compliance procedures and requirements

KNOWLEDGE, SKILLS and ABILITIES

• Must be focused, have strong customer service skills and be an advocate for the customer

• Must thrive in a deadline-driven, fast-paced team environment

• Capable of multitasking between multiple projects and departments

• Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management

• Requires the ability to mathematically differentiate/calculate general mathematics

• Requires strong computer & phone skills and an intermediate level of experience in a customer technical support role

• Must have the ability to work through routine and relatively complex issues in a timely manner

• Ability to organize and prioritize tasks resulting in consistent productivity

• A self-starter able to work independently or as part of a team and comfortable interfacing with both upstream and downstream customers

• Proven ability to lead, mentor and train less senior team members

• Must have excellent written and oral communications skills and high degree of accuracy and attention to detail

• Must be fluent in the English language. Abilities to read and write in other languages is a plus

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Must be capable of lifting 30 pounds.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the “essential functions” of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.

Actual base salary offered to the hired applicant will be determined based on their work location, level, qualifications, job related skills, as well as relevant education or training experience.

Massachusetts Location:

Hourly Pay Range Minimum $22.56 - Midpoint $28.20

North Carolina Location:

Hourly Pay Range Minimum $20.08 - Midpoint $25.10

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

  • Customer Care Coordinator II

    3 weeks ago

    Marlborough, United States Doble Engineering Company Full time

    JOB SUMMARY The Customer Care Coordinator II is responsible for providing Doble customers with world-class customer care and providing professional, first level customer support to customers and clients via telephone, web portal and email. As the voice of the customer, the customer care coordinator will work directly with customers and other Doble support...

  • Customer Care Specialist

    2 weeks ago

    Marlborough, United States Middlesex Health Full time

    **Customer Care Specialist** **Hours**:Full-Time/40 hours **Shift Details**:Days **The Smarter Choice for your Career!** Come join one of Connecticut’s Top Workplaces, and a Magnet designated organization! At Middlesex Health, we have a unique combination of award-winning talent, world-class technology, and patient-first care that's making health care...

  • Customer Care Specialist

    2 weeks ago

    Marlborough, United States Middlesex Health Full time

    Customer Care Specialist Hours: Full-Time/40 hours Shift Details: Days The Smarter Choice for your Career! Come join one of Connecticut’s Top Workplaces, and a Magnet designated organization! At Middlesex Health, we have a unique combination of award-winning talent, world-class technology, and patient-first care that's making health care...

  • Customer Care Specialist

    7 days ago

    Marlborough, United States Middlesex Health Full time

    Customer Care Specialist Hours: Full-Time/40 hours Shift Details: Days The Smarter Choice for your Career! Come join one of Connecticut’s Top Workplaces, and a Magnet designated organization! At Middlesex Health, we have a unique combination of award-winning talent, world-class technology, and patient-first care that's making health care...

  • Unit Intake Support Coordinator

    3 days ago

    Marlborough, United States Department of Public Health Full time

    The Quality Assurance and Licensing (QAAL) Unit within DPH/BSAS is responsible for ensuring regulatory compliance of Alcohol and Drug Counselors and Facilities licensed and/or funded to provide substance use disorder treatment and recovery services. The Unit Intake Support Coordinator serves as the initial point of contact for the receipt, by telephone,...

  • Care Management Coordinator

    2 weeks ago

    Marlborough, United States Hartford Healthcare Full time

    Description Job Schedule: Full Time Standard Hours: 40 Job Shift: Shift 1 Shift Details: 7:30 AM - 4:00 PM Work where every moment matters. Every day, almost 30,000 Hartford HealthCare employees come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticuts most comprehensive...

  • Cook II

    1 month ago

    Marlborough, United States Sodexo Full time

    Location: UMASS MEMORIAL HEALTH CARE-MARLBOROUGH HOSPITAL - 77532041Working with Sodexo is more than a job; it’s a chance to be part of something greater. You’ll belong in a company and team that values you for you; you’ll act with purpose and have an impact through your everyday actions; and you’ll be able to thrive in your own way.What We...

  • Cook II

    1 week ago

    Marlborough, United States Sodexo Full time

    Location: UMASS MEMORIAL HEALTH CARE-MARLBOROUGH HOSPITAL - 77532041Working with Sodexo is more than a job; it’s a chance to be part of something greater. You’ll belong in a company and team that values you for you; you’ll act with purpose and have an impact through your everyday actions; and you’ll be able to thrive in your own way.What We...

  • Reimbursement Pre-authorization Specialist Ii

    2 weeks ago

    Marlborough, United States Boston Scientific Corporation Full time

    **Work mode**:Remote in Country**Onsite Location(s)**:Marlborough, MA, US, 01752**Additional Location(s)**: Remote**Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance** - At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing...

  • Tech Ii, Marine Fld Svc

    1 day ago

    Marlborough, United States Atlantic Detroit Diesel Allison Full time

    Overview: **Pay Rate Ranges as follows**: Tech II $32.00 - $40.00 per hour Sign On Bonus for Tech II - $5000.00 (for this position only, terms apply) **Responsibilities**: - Accurately trouble shoot and diagnose all problems on customer equipment and perform complex and/or major repairs as required. - Work with parts department to identify and order parts...

  • PCA II, Emergency Room, 32Hr Days

    3 weeks ago

    Marlborough, United States UMass Memorial Health Care Full time

    Are you a current UMass Memorial Health caregiver? CLICK HERE to apply through your Workday account. Schedule Details: Holidays - Every Other Holiday, Sunday through Saturday, Weekends - Every Other Weekend Scheduled Hours: 6:45A-3:15P Shift: 1 - Day Shift, 8 Hours (United States of America) Hours: 32 This position may have a signing bonus available...

  • PCA II, Emergency Room, 32Hr Days

    2 weeks ago

    Marlborough, United States UMass Memorial Health Care Full time

    Are you a current UMass Memorial Health caregiver? CLICK HERE to apply through your Workday account. Schedule Details: Holidays - Every Other Holiday, Sunday through Saturday, Weekends - Every Other Weekend Scheduled Hours: 6:45A-3:15P Shift: 1 - Day Shift, 8 Hours (United States of America) Hours: 32 This position may have a signing bonus available...

  • Chef Manager II

    3 weeks ago

    Marlborough, Massachusetts, United States Brock & Company Inc. Full time

    :Chef Manager II - Private SchoolFull Time Benefits EligibleSalary: 65K - 71KThe Chef Manager will be the lead culinary person who is responsible for overseeing culinary operations for any Brock site. As such, the following represents the qualities and expectations necessary for success as a qualified Chef Manager. This position is accountable for menu...

  • Chef Manager II

    2 weeks ago

    Marlborough, Massachusetts, United States Brock & Company Inc. Full time

    :Chef Manager II - Private SchoolFull Time Benefits EligibleSalary: 65K - 71KThe Chef Manager will be the lead culinary person who is responsible for overseeing culinary operations for any Brock site. As such, the following represents the qualities and expectations necessary for success as a qualified Chef Manager. This position is accountable for menu...

  • Recruiter Ii

    1 day ago

    Marlborough, United States SYMVOS CORP Full time

    Job Role: Recruiter II Overview: Our Fortune 500 Client has an exciting opportunity for a Recruiter II. Job Summary: Key Responsibilities 2. Manages multiple clients and competing demands in a fast-paced, high volume environment. 3. Works closely with HR Business Partners/Consultants and hiring managers to understand the recruiting needs of the business;...

  • Site Services Coordinator

    3 days ago

    Marlborough, United States Praxair Linde Full time

    Linde Gas & Equipment, Inc. is seeking an On-Site Gas Service Coordinator to join our team located in Cambridge, MA or surrounding area. The On-Site Gas Service Coordinator is to safely manage the entire cylinder inventory at Linde Gas & Equipment Inc. customer sites. The On-Site Gas Service Coordinator will optimize, inventory, and streamline delivery...

  • Patient Care Technician

    3 weeks ago

    Marlborough, United States Fresenius Medical Care Full time

    PURPOSE AND SCOPE: Functions as part of the dialysis health care team in providing safe and effective dialysis therapy for patients under the direct supervision of a licensed nurse in accordance with organization policies, procedures, and training and in compliance with regulations set forth by the corporation, state, and federal agencies. Responsible for...

  • Patient Care Technician

    1 week ago

    Marlborough, United States Fresenius Medical Care Full time

    PURPOSE AND SCOPE: Functions as part of the dialysis health care team in providing safe and effective dialysis therapy for patients under the direct supervision of a licensed nurse in accordance with organization policies, procedures, and training and in compliance with regulations set forth by the corporation, state, and federal agencies. Responsible for...

  • Chef Manager II

    3 weeks ago

    Marlborough, United States Brock & Company Inc. Full time

    Description:Chef Manager II - Private SchoolFull Time Benefits EligibleSalary: 65K - 71KThe Chef Manager will be the lead culinary person who is responsible for overseeing culinary operations for any Brock site. As such, the following represents the qualities and expectations necessary for success as a qualified Chef Manager. This position is accountable for...

  • Logistics Coordinator

    4 days ago

    Marlborough, United States IPG Photonics Full time

    Our mission is to develop innovative laser solutions to make the world a better place. To accomplish this mission, we are committed to attracting and retaining the best talent and an engaged, diverse, and thriving workforce that drives a sustainable future for our company and society. Working at IPG Photonics you can expect challenging projects, a...