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Account Support Specialist

2 months ago

Grapevine, Texas, United States SMS InfoComm Full time
About the Role

We are seeking a highly skilled Customer Service Representative to join our team at SMS InfoComm Corporation. As a key member of our customer-facing team, you will play a critical role in providing exceptional customer service and support.

Key Responsibilities
  • Customer Liaison: Act as a liaison between customers and our depot, engineer, receiving, quality control, and shipping teams to resolve status escalations and expedited repairs.
  • Team Leadership: Direct and guide the daily operations of the team to ensure accurate and efficient repair memo entry, reducing open RMAs, and fostering strong relationships with coordinators for collaborative problem-solving and timely solutions.
  • Customer Service: Be the primary point of contact between the company and customers, responsible for answering customer inquiries, resolving issues, and providing high-quality customer service.
  • Process Management: Process all work in accordance with relevant working practices and standard operating procedures, including handling inbound and outbound RMA shipments and defective parts.
  • Collaboration and Analysis: Collaborate with the team to analyze production capacity, lead times, and resource availability to determine the feasibility of production plans.
Requirements
  • Interpretation and Reporting: Ability to interpret data, create effective reports, and provide business recommendations based on analysis.
  • Communication: Effective communication skills to interact with customers and team members, with the ability to clearly convey information, listen actively, and respond appropriately.
  • Critical Thinking: Ability to think critically, analyze situations, and come up with creative and effective solutions.
  • Organizational Skills: Excellent organizational skills and attention to detail.
  • Time Management: Excellent time management skills with a proven ability to meet deadlines.
  • Software Proficiency: Extremely proficient with Microsoft Office Suite or similar software, with the ability to learn new or updated software.
Education and Experience
  • Education: Bachelor's degree or better, with a related field preferred.