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Customer Support Specialist II
2 months ago
Hours Per Day: 8
Hours Per Week: 40
Position Overview:
The Client Services Coordinator is the primary contact for all customer inquiries related to the repair, calibration, and servicing of Sunrise Systems' advanced technology products. This role involves managing and facilitating requests from the initial customer inquiry through to resolution.
Key Responsibilities:
- Assist with daily customer requests, including generating quotes, processing RMAs, managing orders, and resolving billing issues.
- Coordinate the assessment and troubleshooting of Sunrise Systems products throughout the repair and calibration phases.
- Provide technical support to customers via phone and email, fostering strong customer relationships.
- Ensure timely follow-up on orders requiring additional customer information or purchase orders.
- Collaborate 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, engineering, account managers, and channel partners.
- Utilize internal systems to communicate with customers and manage accounts.
- Adhere to compliance issues related to customer policies, international trade controls, health and safety, and other legal matters.
- Maintain a customer-centric approach while navigating a fast-paced, data-driven environment.
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 from an accredited institution, preferably in Business, Finance/Economics, or Engineering.
- 5+ years of experience in a Customer Care or Service Support role, ideally in an industrial context.
- Knowledge of complex commercial terms and ability to ensure execution of contractual obligations.
- Experience with SAP for order creation, invoicing, or material management.
- Proficiency in case management systems.
- Strong decision-making skills, particularly when information is limited.
- Fluency in Spanish or Portuguese is advantageous.
- Expertise in customer interaction and proactive problem resolution.
- Strong analytical skills, particularly with SAP and Microsoft Excel.
- Familiarity with Sunrise Systems products and services or experience in Oil & Gas, Heavy Industry, or Ultrasonic Testing Methods.
Background Verification: Basic
Drug Screening: 10 panel
Work Schedule: M-F
