The Senior Technical Customer Service Representative is responsible for processing inbound service requests for Scientific and Commercial customers in a timely and accurate fashion. The role requires close coordination with engineering, manufacturing, sales and marketing, operation, and finance to support technical and service inquiries or complaints. Provide new and current customers with product information including pricing, delivery, inventory stocking, and/or back-order availability.

• Act as a point of contact for the customer, including the resolution of customer inquiries and complaints and keep the customer informed of issues affecting service
• Log and resolve customer queries and complaints, ensuring departmental processes and procedures are adhered to
• Update and maintain current customer information including sales contracts, inventory requirements, contract terms, and other pertinent account details within Salesforce cases and other supporting systems
• Liaise with relevant departments for technical support and resolve issues while escalating quality and VOC concerns to relevant contacts
• Participate in the Continuous Improvement Program, contributing to the development and implementation of improvement initiatives within the department and identify process improvements
• Respond to customer inquiries received via email and phone in a professional and courteous manner
• Plan and organize U.S. domestic and international shipments for service repairs
• Create and review international documents for shipment (including customs clearance documentation)
• Follow up with shipping and customers as appropriate, verify products ordered are shipped and received according to specifications
• Provide new and current customers with product information including pricing and delivery
• Identify, evaluate and recommend solutions for problem accounts
• Prepare written responses to service quotes and proposals
• Ensure new product information is communicated to appropriate personnel as required
• Support, communicate, reinforce and defend the mission, values and culture of the organization

• Experience supporting electrical/chemistry professionals
• Training in lasers, optics or photonics
• Excellent customer service and interpersonal skills
• Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users

• Associate's degree or equivalent combination of education and experience
• 4 years in a sales or support role including cold calling and inside marketing and sales
• Multi-tasking capability
• Team player, strong interpersonal skills and verbal and written communication skills
• Good analytical skills
• Solid problem solving abilities
• Excellent customer service skills
• Proficiency in Microsoft Office products
• Experience with Salesforceis a plus

The expected pay scale for this position is $67,888/year - $84,860/year. Should the level, location, or scope of the position change during the hiring process, the pay scale may be modified accordingly. When extending an offer of employment, DRS Daylight Solutions considers factors such as (but not limited to) the scope and responsibilities of the position; any Federal Government contract labor categories and contract wage rates, the candidate's relevant work experience, education/training, certifications, and key skills; internal equity; and market and business considerations.