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Service Order Fulfillment Specialist
2 months ago
Hours: 8 hours per day, 40 hours per week
Position Overview:
The Services Order Fulfillment Specialist serves as the primary contact for all customer inquiries regarding the repair, calibration, and servicing of Waygate Technologies Ultrasonic and Radiography products. This role is essential in managing and facilitating requests from the initial customer inquiry through to resolution.
Key Responsibilities:
- Assist with daily customer requests, including generating quotations, processing RMAs, managing orders, and resolving billing issues.
- Coordinate the evaluation, assessment, and troubleshooting of Waygate Technologies products during the repair and calibration phases.
- Provide technical assistance to customers via phone and email, fostering strong customer relationships.
- Ensure timely follow-up on orders needing additional customer information or purchase orders.
- Collaborate proactively with Manufacturing and Service Teams to maintain operational rhythms that meet or exceed expectations.
- Manage product delivery timelines across multiple production sites using SAP for both domestic and international orders.
- Build and maintain relationships with supply chain partners, engineering teams, account managers, and channel partners.
- Utilize appropriate tools to communicate with customers and manage accounts/contacts.
- Adhere to compliance standards related to Know Your Customer policies, International Trade Controls, Health & Safety, and other legal and ethical matters.
- Maintain a customer-centric approach while navigating a fast-paced, data-driven environment, taking full ownership of all commercial operations transactions.
Required Qualifications:
- Associate's Degree from an accredited institution or a High School Diploma/GED with a minimum of 3 years of experience in Industrial Services.
Preferred Qualifications:
- Bachelor's degree in Business, Finance/Economics, or Engineering from an accredited institution.
- Over 5 years of experience in a Customer Care or Service Support role, ideally within an industrial context.
- Familiarity with complex commercial terms and the ability to support contract execution, including payment terms and incoterms.
- Prior experience with SAP for quotation/order creation, invoicing, or material management.
- Experience with case management tools.
- Strong prioritization skills and the ability to make informed decisions with limited information.
- Fluency in Spanish or Portuguese is advantageous.
- Expertise in customer interaction and proactive issue resolution.
- Strong analytical skills, particularly with SAP and Microsoft Excel.
- Knowledge of Waygate Technologies products and services or experience in Oil & Gas, Heavy Industry, or Ultrasonic Testing Methods/Theory.
Background Verification: Basic
Drug Screening: 10 panel
Work Schedule: Monday to Friday
