General Overview

Under general supervision this position answers telephone calls and emails from customers and company sales representatives regarding inquiries, orders, RMA’s, changes, cancellations, delivery date updates, application of products, and pricing. Must be able to interact effectively with other departments within the organization as needed. Hours are Monday through Friday. * THIS IS NOT A REMOTE ROLE.

Responsibilities

1. Answers inboard telephone calls and emails from customers, sales representatives, and end users. Responds to inquiries related to orders and RMA/repairs.

2. Provides accurate responses, uses the ERP system to determine stock inventory balances, order status, projected delivery dates, etc. Seeks out guidance from the appropriate operations staff to clarify availability of product as needed.

3. Follows up on calls and inquiries; obtain authorization for repairs and payment information.

4. Expedites urgent requests and performs necessary work on orders in an effort to satisfy customer delivery date request.

5. Supplies information and prices regarding location of distributors to customers. Takes verbal orders from distributors and/or sales people.

6. Interacts with Shipping department regarding tracers on shipments. Submits information on short shipments and shipping errors.

7. Interacts with Technical Support staff, Engineers and Product Managers to resolve technical issues related to customer inquiries.

8. May perform other duties related to the department as assigned, including special assignments related to the retail market, OEM sales, or Government orders.

The responsibilities and duties outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job. The company reserves the right to modify, amend, alter or delete any aspect of this position description at any time.

Requirements

A minimum of one year of customer support experience is required. Should have experience with an ERP system or database and Microsoft Office programs. Accuracy and attention to detail are required.

Physical Requirements

This position is primarily sedentary in nature but requires the ability to participate in initial and on-going product training. This training is presented in text and also requires the participants to learn by a "hands-on" method. When not participating in product training, this position may spend 85% of the work hours using a computer terminal, telephone, or related equipment in a normal office environment.