Support Services Representative

1 week ago

Santa Clarita, California, United States Woodward Full time

Job Title: Customer Support Representative - Contractor

Overview:

The Customer Support Representative plays a vital role in ensuring customer satisfaction by delivering products and services in accordance with established guidelines and quality standards. This position operates under the direct supervision of the Manager/Supervisor, facilitating effective communication and support for customer inquiries and account management.

Key Responsibilities:

  1. Manage and process customer purchase orders and external order systems, including electronic data interchange (EDI).
  2. Maintain and update offline sales systems as necessary.
  3. Respond to customer pricing inquiries based on the established pricing structure.
  4. Collaborate with various departments to provide updates on order status, delivery, warranty, and quality issues.
  5. Organize and maintain documentation related to customer interactions.
  6. Engage with customers daily to address inquiries and provide support.
  7. Prepare and deliver customer quotations according to the pricing catalog.
  8. Compile and generate reports related to customer and sales activities.
  9. Review contracts associated with customer purchase orders.

Additional Duties:

  1. Assist Account Managers with administrative tasks as needed.
  2. Input forecast data into relevant systems.
  3. Handle departmental mail distribution.
  4. Participate in cross-training initiatives with fellow Customer Support Representatives.
  5. May involve administrative tasks across various functional areas.
  6. Support account management functions on a short-term basis as required.
  7. Engage in accounts receivable management activities, including validation of purchase orders and collection processes.

Tools and Equipment:

Utilize a variety of office equipment including computers, telephones, intranet, internet, fax machines, and scanners.

Work Environment:

This role is primarily office-based, requiring interaction with multiple departments and movement throughout the facility, with potential exposure to various environmental factors.

Qualifications:

Knowledge, Skills, and Abilities:

  • Proficient in computer systems and software applications.
  • Strong professional communication and interpersonal skills.
  • Ability to work effectively within a team setting.
  • Capable of managing multiple tasks while maintaining attention to detail.
  • Potential requirement for multilingual capabilities based on customer demographics.
  • Comprehensive understanding of the sales process.
  • Ability to apply knowledge of international commercial transactions as necessary.
  • Sound judgment and decision-making skills in routine operations.
  • Thorough knowledge of organizational resources and processes.

Education:

A high school diploma or equivalent is required; additional formal education in Business Administration or related fields is preferred.

Experience:

A minimum of 1-2 years of experience in a customer-facing role with a solid understanding of business processes is essential.

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