Sales Support and Repair Representative

4 weeks ago

Alameda, United States HM Electronics, Inc. Full time

Clear-Com, an HME company, is a trusted global provider of professional real-time communications solutions and services since 1968. We innovate market proven technologies that link people together through wired and wireless systems.

Clear-Com was first to market portable wired and wireless intercom systems for live performances. Since then, our history of technological advancements and innovations has delivered significant improvements to the way people collaborate in professional settings where real-time communication matters. For the markets we serve -- broadcast, live performance, live events, sports, military, aerospace and government-- our communication products have consistently met the demands for high quality audio, reliability, scalability and low latency, while addressing communication requirements of varying size and complexity. Our reputation in the industry is not only based on our product achievements, but also on our consistent level of customer engagement and dedication to delivering the right solutions for specialized applications, with the expertise to make it work. Around the globe and across markets, Clear-Com’s innovations and solutions have received numerous awards and recognitions for ingenuity and impact to customers. At Clear-Com you will have the opportunity to learn and grow while developing our future products. Come join our team

Clear-Com is currently recruiting for a Sales Support and Repair Representative . In this role, you will generate sales orders from customer purchase orders and respond to customer inquiries regarding pricing, availability, and order delivery schedules. You will work with the Accounting Department and Sales to keep a 5-day buffer on all credit holds and work with other team members to clear all other holds on orders. You will also work for the Repair Department, in which you will process repair orders and quotations and escalate any issues to the Manager. In this position, you will be the primary contact for customers concerning their repairs and help with any miscellaneous projects for either Sales Support or Repair.

What you will do in the position:

Repair (~50 of the time)

Service Department Repair Support Issues Return Authorizations. Issues Repair Quotations. Loads Repair Sales Orders. Communicates Repair progress, reporting to internal and external customers. Gathers regular feedback on repair process from end users and Partners. Answers incoming repair request and status calls. Third Party Repair Issues Return Authorizations for Third Party repairs. Manages relationship with third party vendors to ensure customer expectations are met. Tracks repair process, progressing payment and shipping activities with internal and external teams. Triage Repairs Works with Sales Support Manager and Service Manager to identify repair priorities. Identifies repairs with simple fixes, progresses repair through process for fastest turn times.

Sales Support (~50 of the time)

Manage several customer accounts from order entry through to delivery, being the main point of communication for the customer and Regional Sales Manager (RSM). Process Customer Returns for credit or replacement. Participate in rotation of assigned email boxes and group voicemail, managing, and responding to customer inquiries as required. Proactively manage credit/sales hold orders maintaining a 5-day buffer for manufacturing. Work with Accounting, RSMs, and other SS members to clear orders. Create new customer accounts in the ERP system.

What you will need to succeed in this position:

3+ years Related Field 2+ years of Customer Service and Sales Support experience. Ability to proactively manage projects and problem solve more complicated customer orders. Demonstrated proficiency in customer communication and problem resolution. Previous experience or background in IT hardware, professional audio, or AV equipment preferred. High School Diploma - Required College or Technical degree preferred

Pay Range: $21.13/hr to $28.17/hr. This is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision and dental coverage, pet insurance, life insurance, and 401K contributions.

The work environment described here are representative of those that an employee would work within. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. This job requires frequent contact outside the department or company and the noise level in the work environment is usually quiet to moderate with occasional loud noise. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to use hands to handle or manipulate objects. The employee is regularly required to talk or hear, stand, walk, sit, work with computers, office equipment, and reach with hands and arms. The employee is occasionally required to climb or balance, and stoop, kneel, or crouch.

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