Customer Service Representative II_MA10

3 months ago

Skaneateles Falls, United States Sunrise Systems Full time

Hours Per Day: 8

Hours Per Week: 40


Description:

Position: Services Order Fulfillment Coordinator

Work Schedule: M-F 8A- 5P

Candidate will need to be local, and will eventually be 2-3 remote work weekly once training is complete.

Interview Teams then onsite


Role Summary/Purpose


The Services Order Fulfillment Coordinator is the first point of contact for all customer inquiries related to the Repair, Calibration, and Service of Waygate Technologies Ultrasonic and Radiography products. In this role, you will be responsible for coordinating and supporting requests involving service from the point of initial customer inquiry through remittance.


Essential 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 telephone and email as needed, while building and maintaining strong customer relationships

• Ensure that timely follow-up is given to 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 Salesforce.com 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 - Embrace full wing to wing ownership of all commercial operations transactions


Required Qualifications

• 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)


Preferred Qualifications

• 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&C's.

• Prior experience utilizing SAP for quotation/order creation, invoicing, or material management

• Experience using Salesforce.com 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


Background Verification: Basic

Drug Screening: 10 panel


Work Schedule: M-F

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