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Customer Service Representative
2 months ago
About the Role:
The Customer Service Representative will play a critical role in ensuring a positive customer experience by administering new sales, return, and/or repair orders in a timely and accurate manner. This position requires strong attention to detail, excellent communication skills, and the ability to work effectively in a dynamic and fast-paced environment.
Key Responsibilities:
- Administer customer sales, return, and/or repair orders in SAP, utilizing information from various data sources, including customer service portals, purchase orders, and manual correspondence.
- Coordinate revision requests with partners and end customers to ensure accurate and corresponding purchase orders.
- Update orders with quote and opportunity information provided by the sales team, closing quotes in CRM as necessary.
- Monitor sales and/or service backlog and inventory reports, requesting release of orders on credit hold when material becomes available.
- Create and send proforma invoices to customers as needed.
- Ensure timely provision of accurate order confirmations to customers, with accurate pricing and firm dates.
- Annotate risk codes and detailed notes on each order, including date and initials, prior to release.
- Attach supporting documentation to each sales order in SAP prior to release.
- Work with management to obtain release of orders over $100,000 and ASC606 review of orders over $250,000.
- Draft and submit PID requests in OCR Ease to obtain US import/export classification for unclassified material, attaching supporting documentation as needed.
- Ensure rush orders are noted and work with service and/or logistics to ensure same-day shipment for in-stock items and completed repairs.
- Issue and maintain end-user licensing through OCR Ease and file AES for exports as needed.
- Adhere to Global Trade Compliance, Legal, Financial, and Sales Operations policies.
- Provide pre- and post-sales support to external and internal customers, including pricing, availability, and general information.
- Coordinate material returns, credits, and debits as needed.
- Issue Purchase Orders to vendors and receive goods into inventory as needed.
- Prepare daily/weekly reports for internal departments and vendors.
- Participate in meetings and projects as needed.
- Escalate issues to management as necessary.
Requirements:
- Bachelor's Degree preferred or comparable work experience in a high-volume customer service role.
- 2+ years' experience in SAP or similar ERP system.
- Proficiency in Microsoft Office applications (Outlook, Excel, Word, Teams, PowerPoint), Oracle case management tool, PowerBI or other reporting tools, and Zoom.
- Knowledge of software licensing issuance and maintenance.
- Knowledge of Microsoft Dynamics is a plus.
- Excellent written and verbal communication skills are a must, with courteous and professional communication expected.
- This is an in-office position at our Hudson, NH facility.
- Must be able to take direction and work as a member of a team in a dynamic and fast-paced environment.
- The successful candidate will be self-motivated and employ strict attention to detail in the performance of all work assignments.
Additional Requirements:
- Applicants must be either a U.S. citizen, U.S. national, legal permanent resident, asylee, refugee, or must be eligible to apply for and obtain the appropriate export control license from the U.S. Departments of State or Commerce.
- Teledyne and all of our employees are committed to conducting business with the highest ethical standards, requiring all employees to comply with all applicable laws, regulations, rules, and regulatory orders.
- Teledyne is an Equal Opportunity/Affirmative Action Employer, committed to diversity and inclusion, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, age, or any other characteristic or non-merit based factor made unlawful by federal, state, or local laws.
