Duties and Responsibilities:

% of

 Time

1.

Customer Facing Activities:

• Manage Front Line communications to all assigned customers, answering all inquiries (internal and external) by Email, Telephone, Business to Business, Fax, or other communication, and directing the communication where appropriate to internal departments as required.
• Manage the expectations of the customer, negotiating time lines for projects, and time lines for order expectations.
• Answer all customer complaints, queries, requests for information including all issues that may arise (Customer reporting requests for historical sales, Shipping Issues, Pricing Issues, Warranty Requests / Warranty Denials, Service issues, Order Statuses, etc...), escalating where appropriate to Management / Customer Support Management.
• Attend weekly/Bi-weekly meetings with customers regarding order book statuses, material updates, and general overview of the account (Coordinating with accounting, Customer Support Management, and Technical support to address all concerns / requests for information with the customer for the meetings).

45%

2.

Account Management Activities:

• Process all inbound orders from customers quickly and accurately within 48 hours (80% should be completed in a maximum of 24 hours).
• Process all arriving warranty claims within a maximum limit of 72 hours (80% should be completed in a maximum of 24 hours), including follow-up of claims needing additional information for adjudication (Incomplete claims, AOG Claims). Insure adjudications are transmitted to the customer, including rejected claims
• Process all arriving quotation requests within a maximum limit of 72 hours, and insuring lead time requests follow the LHD Service Policy.
• Manage weekly follow-up of Customer Due materials (Cores Due, Rentals Due, Return Materials), including requests for paperwork, communication with the warehouse for statuses, and invoicing for non-return where appropriate.
• Identify orders or issues that require immediate escalation due to the situation, urgency, part availability, or critical status, and review for Management Escalation, Work stoppage or AOG upgrade.
• Manage pricing issues for ordered materials and quotations where SAP does not have active pricing, making requests to pricing department, request quotations from procurement to provide to the pricing department, calculate pricing for prorated materials, and insure pricing is updated in the system before shipment or invoicing of any materials.
• Manage customer account with Finance including credit limits, credit card payments, over limit statuses, requesting manual order release requests with accounting, and escalating issues to Customer Support Management where appropriate regarding credit limit status.
• Follow inbound shipments arriving for customer materials (Internal and External) to insure expedited processing within the warehouse, and immediate release of needed materials to customers.
• Research part number issues for arriving orders, quotations, and claims using technical resources (IETP Technical Catalogue, Product Support Engineering, Field Reps), insuring follow-up until correct material is identified. Includes having at least a basic knowledge of the AW Parts catalogues and drawings.
• Manage Customer Order Book daily, releasing orders and expediting orders due (internal and external), communicating with Material Planning, Procurement, Technical Support, International offices, for updates, escalating orders where appropriate to meet customer requirement dates / Service Policy Commitment Dates.
• Other tasks as assigned in support of the team activities.

55%

TOTAL:

 100%

High School Diploma or equivalent required

Prior experience in customer service or related administrative support position.

Three to five years of experience using SAP in a customer support environment 

Have a good phone presence.

Excellent written/oral communication skills.

Present a professional demeanor.

N/A