Customer Service Representative

Job Description

Job Description

LHH Recruitment Solutions is seeking an Inside Sales and Service Support Specialist for our client in Souderton, PA (Northwest Suburb of Philadelphia).This is an excellent opportunity to join astable manufacturing organization. Candidates will have access to all facets of manufacturing and engineering environment. In this role the candidate will work collectively with team members to support the aftermarkets and RMA (Return Merchandise Authorization) areas supporting direct and indirect sales channel of sophisticated testing solutions. This role will interact with the support team to coordinate with operations for service and finance and engineering to meet and exceed servicing B2B customer demands.

SUMMARY

Serve as a focal point for Service with both external and internal communication as related to RMAs (Return Merchandise Authorizations). Coordinate repairs and calibrations with customers, providing them with information such as standard repair rates, calibration and spare parts costs, RMA numbers, and gather project status information from Service team to update customers. Enter required information into the ERP system pertaining to repair, spare parts and calibration services. Verify pre-authorization for Customer Service credit card purchases and repairs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Other duties may be assigned.

Customer Service

Answer incoming calls and phone messages from customers, vendors, and distributors in a tactful manner.

Respond to customer emails according to department metrics.

Provide information to customers such as standard repair rates, spare parts costs and availability, calibration costs, RMA (Return Merchandise Authorization) numbers and order tracking information in a timely manner.

Contact the customer if problems or questions arise concerning shipping and billing information.

Initiate shipping damage claims when necessary.

Contact customers for purchase orders, payment instructions, and shipment instructions on repairs and / or calibrations.

Periodically update the customer on project status and update the RMA portal with target completion dates. Liaise with internal customers to stay on track with estimated completion dates.

Provide customers with shipment tracking information and follow up with customers for input on Service performance.

Log customer complaints according to department processes and forward to Quality as required. Similarly, assist in customer complaint investigations forwarded from Quality

Documentation

Enter spare parts orders received via phone, fax, and e-mail into the computer system.

Prepare paperwork to facilitate shipment of items to vendors for calibration / repair.

Log incoming repairs and calibrations into MS Dynamics 365. Scan incoming paperwork and attach to service order in MS Dynamics 365 for all incoming equipment and repairs.

Support Service team with internal process audits to ensure collection of appropriate data related to field failures, in house test data measurements, and accuracy of the RMA process from start to finish

Additional

Maintain a neat and orderly work area

Adhere to Company policies and practices

Follow safety rules and common sense safety practices

Keep Supervisor aware of problems and schedules

Interface effectively with others.

Participate in sound quality practices

Participate in MS TEAMs. virtual meetings

Perform other duties as assigned.

EDUCATION and / or EXPERIENCE

High school diploma or GED; and two (2)+ years experience in a technical service role and / or graduate from a technical program preferable. College degree is a plus but not required.

SPECIAL TRAINING

Read and understand Standard Operating Procedures (SOPs) required for this position

Utilize Microsoft Dynamics 365 software to conduct business following established operation procedures. Support the continuous improvement of these processes through definition and testing of new and improved procedures.

Develop and maintain documentation of same.

COMPUTER SKILLS

Ability to use the functions of the ERP system as related to product and production information. Ability to use computer programs including email, spreadsheets, databases, drawing viewers, etc. as necessary to collect product and production data.

ADDITIONAL SKILLS AND ABILITIES

Read blueprints, wiring diagrams, process sheets, and schematic drawings, and be able to use a variety of hand tools and electronic test equipment.

Be proficient in the use of MS Office, MS Project, MS Excel, Power BI, and required ERP system modules such as Projects, BOMs, prototypes, etc.

Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https : / / www.lhh.com / us / en / candidate -privacy

Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs.

Pay Details : $22.00 to $28.00 per hour

Search managed by : Bert Baloga

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https : / / www- uat.lhh.com / us / en / candidate -privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and / or security clearance requirements, including, as applicable :

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only : It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.