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Customer Service Representative II

2 months ago

Skaneateles Falls, New York, United States Sunrise Systems Full time

Job Summary:

The Services Order Fulfillment Coordinator is a critical role within Sunrise Systems, responsible for coordinating and supporting requests involving service from initial customer inquiry through remittance. This position requires strong customer interaction and pro-active issue resolution skills, with a focus on building and maintaining strong customer relationships.

Key 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 Waygate Technologies products throughout the repair and calibration process.
  • Provide customers with technical support via phone and email as needed, while building and maintaining strong customer relationships.
  • Ensure timely follow-up on 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 CRM software to communicate with customers and create accounts/contacts.
  • Ensure adherence to all client 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.

Requirements:

  • Associates 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).
  • Bachelor's 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 CRM software 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 pro-active issue resolution.
  • Strong quantitative and analytical skills, specifically with SAP and Microsoft Excel based reports.
  • Knowledge of Waygate Technologies products and services, or previous experience working with Oil & Gas, Heavy Industry, or Ultrasonic Testing Methods/Theory.