Customer Service

Job Title: Customer Service

Department: Sales Operations

Reports to: Production Supervisor

Status:  Full Time

FLSA Status:  Non-Exempt

 

Summary of Duties and Responsibilities

To address and resolve customer concerns and disputes in an efficient manner and within standard operating procedures and policies.

To quickly and efficiently test all incoming product and determine the viability of the product

Hardware bring-up, system debugging, performance testing and verification of hardware/software fixes. Interaction with manufacturing personnel to support production testing.

 

Primary Duties and ResponsibilitiesAnswers all incoming phone, fax, e-mail and in-person inquiries from customers in reference to products purchased from company.  Actively listens to customer complaints and/or disputes, and provides an effective resolution within the company’s standard operating procedure and policies. Interfaces continuously with sales representatives, accounting, purchasing and other departments as required in the customer complaint resolution process.  Interfaces with testing department in identifying reasons for product returns. Identifies trends in customer complaints and suggests quality improvements to upper management. Reports trends to supervisor and upper management through various weekly and monthly reports.Maintains customer RMA information files per company guidelines.Duties including, but not limited to, verification of tracking label on products to tracking label number on box.Determine viability of productVerification that description of tracking number (Trace Item Program) matches unit.Determine status of unit, i.e., tested, refurbished, factory sealed, new in box scrap teardown and process accordingly.Selection of appropriate testing method for product and functional testing of products.Verification of system configuration to parts number in Data Base Memory.  Manage and track product.Manage and track problems identified ensuring that product is processed appropriately.Document and evaluate test results for each product.Update spread sheetForward product for further processingAll other duties as assigned.

 

Knowledge, Skills and Abilities High school diploma or equivalent GED.A minimum of three years of related work experience or equivalent combination of education and experience.Knowledge of basic computer operations.Working knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint.Ability to engage in active listening when addressing customer complaints and disputes.  Ability to exercise sound decision making in providing resolutions to customers. Ability to form partnerships with others areas of operation, including but not limited to production, sales and accounting departments. Ability to write routine correspondence to external customers and vendors, as well as within respective department and to other departments.Ability to analyze information and propose solutions consistent with identified trends and consistent with department objectives. Ability to read and interpret safety rules and operating instructions, as well as procedures.