GMS Administrator

PRIMARY FUNCTION:  

 

Act as a liaison between customers and Rockwell for Rockwell services, products and programs.  Be a resource for the customer, Horizon sales representatives and RA partners for GMS services.  Coordination of service offerings such as repairs, field service, tech connect, PMA’s, RAMP and training to ensure world class service to the end user.  Coordinates GMS training offerings and classes.  Provides pricing, proposal and quoting assistance.  Enters information and sales orders, quotes and correspondence between customers and Horizon and Rockwell personnel into required business systems.  Knowledge of GMS products, pricing and businesses processes to ease the transaction for customer.  Supports and assists Horizon inside and outside sales personnel with GMS products and services.  Clarify research and resolve and/or coordinate resolution of customer complaints and problems; order changes and inquiries, shipment status inquiries and changes, customer and vendor returns/repairs and order expediting; provide follow-up and communicate resolution to customer, vendor, and internal personnel. Proactively monitor customer requirements and schedules, anticipate and resolve and/or coordinate resolution of potential conflicts of customer requirements versus Horizon performance.

 MAJOR DUTIES AND RESPONSIBILITIES

The statements below are intended to describe the general nature and level of work being performed by employees.  It is not intended to be an exhaustive list of all specific tasks and duties required by each person assigned this job title or the specific responsibilities associated.  Employees may perform other duties as assigned.  In addition to the major responsibilities specific to this position, all Horizon employees are expected to:

n Promote teamwork and cooperative effort.

n Understand and apply appropriate quality assurance and improvement processes.

n Practice positive customer relations and constructive problem solving.

n Continuously upgrade skills and knowledge to improve personal effectiveness and provide training and guidance to less experienced/skilled personnel. Maintain a safe and unobstructed work area, follow all safety guidelines and utilize appropriate safety equipment and practices.

 

Receive and respond to customer inquiries, resolve issues, requests and needs via telephone, mail and electronic data.  Coordination and delivery of service offerings such as repairs, field service, tech. connect, PMA, RAMP and training classes. 

 

Receive and process product returns and repair requests per established procedures.  Research stock status, restocking/return/repair charge, obtain vendor return/shipping authorization, and coordinate carrier pick-up and return; Complete return/repair authorization and documentation, enter and document return/repair charges, restocking and credit charges per established procedures; Communicate charges and credits to customer, enter information into system, distribute/file records.

 

 

Performs a variety of customer support and clerical responsibilities including; maintaining and updating written customer and product records, files and documentation, responding to routine inquiries and correspondence, input and retrieval of customer and product information, initiate correspondence, as required.

 

Establish and maintain a highly responsive relationship with internal and external customers, vendors, supplies and a variety of other Horizon business related personnel.

 

JOB DIMENSIONS AND LIMITS OF AUTHORITY:

 

Work performed under limited supervision and within prescribed processes and instructions.  Directly accountable for independent judgment and discretion in decisions with direct impact to customer satisfaction, and customer needs. 

 

RELATIONSHIP TO OTHERS:

 

Regular interaction with external customers and/or suppliers that includes receiving requests for information, providing information and identifying problems. Regular communication that includes interpreting information and requests, requesting information, research, receiving detailed instructions and providing information with internal sales and support personnel, service and product vendors and external customers.  External customers and vendor relationships and communication maintained primarily via telephone and electronic media; internal sales and support personnel relationships and communication may be via telephone, electronic media and in-person.

 

EXPERIENCE, EDUCATION AND FUNCTIONAL REQUIREMENTS:

 

High school degree or equivalent combination of education and experience. At least one year of experience in a highly responsive customer oriented and problem solving environment/function.  Problem solving experience and skills, strong organization and teamwork skills and experience required.  High volume, high accuracy data entry experience preferred. 

 

Ability to accurately transcribe numbers and letters information from black and white paper and computer display.  Ability to decipher verbal information and instructions in person, via telephone and electronic media.  Strong communication and relationship building skills required. 

 

Ability to communicate instructions, recommendations and provide instructions verbally and in writing.  Ability to plan and prioritize tasks of this position; ability to use business system software to retrieve and update information.

 

General knowledge of Rockwell products a plus.

 

 

 

HORIZON Solutions is an Equal Employment Opportunity Employer and fully supports Affirmative Action.