Customer Service Representative

Stored Energy Systems (SENS) is an award-winning manufacturer of premium quality power conversion products located in Longmont, CO. In business for over 50 years, SENS is the market leader with a proven track record of providing highly reliable battery chargers, DC power systems, and related products to industrial markets. For more information on our company please see our website at www.sens-usa.com.

Position Summary:

The Customer Service Representative is the primary front-line person responsible for ensuring a positive customer experience related to post-sales issues, problem solving and servicing, maintenance and repair of customer equipment and DC Power Systems. Processing/quotation/tracking of issues and projects related to sales/customer service parts, onsite services, and in-house repair orders daily. Ensuring customer issues are dealt with accurately, fairly, consistently, and in a timely manner. Performing general office duties including answering phones, email communications, record keeping and filing.

Essential Duties and Responsibilities:

• Communicate with customers, identify needs, distribute information/requests to sales, service team, technical support team, production team and management. Provide basic troubleshooting/common problems solving information to customer and direct customers to website locations for download of manuals, technical data, and software utilities and revisions.
• Timely and accurate processing of customer service orders. Perform order entry, invoicing, shipping arrangements including international shipping documentation, vendor management, parts and services quotations, order follow-up and communications, order fulfillment management and order completion assurance.
• Provide first-level customer service by responding to routine non-technical customer service calls, including spare parts orders, order status requests, and document requests.
• Monitor and respond to company website chat request and distribute information requests accordingly.
• Investigate and resolve administrative customer issues.
• Handle follow-up on product returns and repairs.
• Enter computer information related to customer’s serial numbers, generate, and manage return/repair materials requests, to initiate orders in our systems, record customer interactions, and for purposes of notes and record keeping.
• Determine if issues are related to warranty, customer error or environmental damage, or out of warranty/billable. Obtain customer bill to/ship to addresses, self-identify or request from tech support proper part numbers needed, customers shipping preferences, problem descriptions/symptoms information, and related details.
• Customer quotation of repair and spare parts, onsite services, in-house repairs and verification of appropriate parts, vendor, and product mark-ups.
• Assist with AP - invoices to customers, follow-up on billing/invoice issues, issue credits or adjustments, facilitate company/department profitability.
• Process customer purchase orders or credit card information.
• Collection of historical data, issue trends, successes, and failures for presentation in monthly meetings.
• Perform other clerical, management, and departmental assistance duties, such as filing, copying, proofreading, report generation, technical support, etc.
• Other duties as assigned.

Qualifications/Skills:

• Excellent and polite verbal and written communication skills, telephone mannerisms and email etiquette.
• Customer focus and positive, professional attitude and methodology. Must have a desire to meet the needs of others.
• Ability to be a team player/work with others internally and adapt to a variety of customer personalities, communications, and skill levels.
• Ability to multitask, prioritize and demonstrate sound judgement.
• Accuracy and attention to detail including when related to technical or complex issues.
• Ability to perform basic math functions.
• PC/Microsoft Office Suite knowledge including Outlook, Word, Excel, PowerPoint, VPN use, using network drives, and general PC/Windows functions.
• Technical background, aptitude, or experience.

Education and Experience:

• Minimum 1 year experience in customer service, customer call/dispatch centers, project management, technical support or field services related industries.
• Experience with electronics or technical industry a plus.
• Experience with manufacturing documentation a plus.
• Associate degree or higher preferred.

Work Environment/ Physical Requirements:

Works in office & manufacturing environments that may be noisy and fast paced. Many tasks are repetitive in motion and include the use of office equipment (phone, computer, etc.). Work shall be full-time and in-office during normal business hours.

Must be able to sit (70%), walk/ stand (30%), reach, bend, crouch, twist; manual dexterity required for data entry & other tasks. Speaking and hearing are required to communicate over the telephone. Vision, depth perception & color vision required to perform essential duties.

Base Compensation: $22/hr to $26/hr is the projected hourly rate for this role depending on the candidate’s overall qualifications and experience. You may also be eligible to receive bonus and benefits.

Location: This is a majority on-site position at SENS offices in Longmont, CO. Opportunity for partial remote work.

We offer a motivating total compensation package, inclusive of our Bonus Incentive Program and generous paid time off, holidays, medical, dental, vision, short-term disability programs, life insurance, and a 401k matching program.

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply.

SENS is an equal opportunity employer that is committed to inclusion and diversity. Employment opportunities at SENS are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics