Position Summary:Want to apply Read all the information about this position below, then hit the apply button.The After Sales Customer Service Coordinator interacts with customers who contact us to request service or repair of a product(s), request information (which may include estimates, device history, loaner information, etc.), report problems or concerns, or other customer-related issues. Responsible for creating a high level of satisfaction for customers who contact us and upholding the company brand. Each day lends itself to the opportunity of helping others and creating loyal customers. This position is critical to providing an exceptional experience to all customers with the goal of creating repetitive business and brand loyalty. Position is fast pace demanding multi-tasking skills, prioritization, time management, and attention to detail in order to meet productivity requirements.
- Shift/Days: Mon-Fri 7:30am-4:00pm
Responsibilities:
- Answers incoming calls and handle courteously and professionally, regardless of the caller's demeanor.
- Utilize basic Customer Service Skills and perform to one call resolutions.
- Verifies and updates customer information as necessary to maintain accuracy of records.
- Gathers and enters order information, provides information on product delivery times and cost estimates to clearly set expectations.
- To know the product lines and product families across all Business Units.
- Locate parts and materials numbers of products when the customer is not able to provide them.
- Basic trouble shooting on products and determining the appropriate next level of support.
- Gathers appropriate information from customers regarding problems and complaints, properly codes complaints, and directs to appropriate individual for resolution in compliance with the FDA guidelines completing required forms and acting in good faith on behalf of the customers.
- May act as liaison between customer and company in expediting orders, providing resolutions, and clearly communicating to provide exceptional customer service.
- Completes appropriate data entry and/or paperwork for above activities.
- Actively participates in group process improvement activities.
- Meets expected productivity levels.
- Provides exceptional customer service at all times.
Qualifications:
- High School Diploma or GED.
- Minimum 2 years experience in a CS role with data entry accuracy
- Effective written and oral communication skills with emphasis on telephone skills.
- Strong customer service skills with a customer first attitude.
- Proficient with computer applications, i.e. file management, email, internet, etc.
- Proficient with SAP, Word, and Excel.
- Able to effectively handle customer complaints.
- Resourceful. Customer oriented. Organized and able to handle multiple priorities.
- Flexible; adaptable to change.
- Able to manage time.
- Ability to think outside the box and use critical thinking skills.
- Capable of following departmental guidelines and company code of conduct.
- Able to work in a team environment.