Customer Support Representative

The Customer Support Representative for Service is a critical member of the AE Americas Customer Support Team. Working with the Regional Sales Managers, Manufacturers Representatives and Customers, he / she is responsible for providing the highest level of customer service in regards to Service quotes, issuing RMA numbers, and all following up with the factory and the customer regarding the RMA.

RESPONSIBILITIES :

Provide a high standard of customer service support that includes :

• Work with Sales to understand the service requirement of the customer.
• Process RMAs for the many factory locations and product lines.
• Manage customer costs, including assessment of airfreight or premium charges, as needed.
• Maintain an excellent working relationship with appropriate factory contacts at all levels.
• Build customer relationships and respect in all tasks performed.
• Resolve any conflicts or issues that may arise.
• Understand the terms and conditions of the service that we provide and uphold that in all cases.
• Maintain the highest level of customer data integrity in the Company’s databases and providing accurate and timely customer account information as required.
• Provide accurate data to create / change Customer Master Data in SAP or SFDC.
• Support the Company’s business goals for improving customer relations at all levels.
• Ensure all customers are responded to within 48 hours.

WORK ENVIRONMENT :

• Standard office environment
• Fort Collins, Colorado

QUALIFICATIONS :

• Excellent verbal and written communication skills.
• Very good knowledge of SAP and SFDC preferred.
• Strong organizational skills, a proactive personality, and an ability to work independently and prioritize workload.
• Proficient in Microsoft Office.
• Fluent in written and spoken English. Bilingual is a plus.

EXPERIENCE :

5+ years of related experience providing customer service to Industrial and Medical customers buying a broad range of products.

EDUCATION :

High School Diploma

COMPENSATION :

As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting.

Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location.

The range of starting pay for this role is $45,000 to $65,000 per year.

BENEFITS :

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce.

Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan for eligible positions, and a discounted Employee Stock Purchase Plan.

In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate.

In the U.S., we offer a rich benefits package that includes :

• Medical - multiple medical plans are available to choose from
• Short and long-term disability and life insurance
• Health savings and flexible spending accounts
• Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
• 8 hours of paid volunteer time off
• 8 weeks of paid parental leave for both Moms and Dads
• Company matched 401(k)
• Tuition reimbursement
• Expanded mental health coverage and employee assistance programs
• Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identify theft, and legal assistance
30+ days ago