What are the responsibilities and job description for the Customer Service Representative 2 position at Kontron?
Kontron is a global leader in IoT/Embedded Computing Technology (ECT). Kontron offers individual solutions in the areas of Internet of Things (IoT) and Industry 4.0 through a combined portfolio of hardware, software and services. With its standard and customized products based on highly reliable state-of-the-art technologies, Kontron provides secure and connected applications for a wide variety of industries. As a result, customers benefit from accelerated time-to-market, lower total cost of ownership, extended product lifecycles and the best fully integrated applications.
In addition to being an established global presence with opportunities for growth, Kontron encourages communication through all levels of the organization to ensure a common direction and allow our employees to make informed decisions. Our culture has been created by the people who work here, making Kontron a fast-paced, friendly, and enjoyable workplace with competitive salaries, excellent benefits, and a flexible-shift 9/80 work (eligibility determined by department) which gives employees every other Friday off.
We have an exciting opportunity for a mid-level role as Customer Service Representative 2 to join our Kontron Family! Under limited supervision, assist customers with warranty claims for computer boards and systems. Issue RMAs (Return Material Authorization) for credit & repairs per returns policy and departmental procedures. Provide quotes for paid repairs, work with repair and technical support teams to meet SLA (Service Level Agreements) on customer returns
- Communicate with customers via phone or e-mail to resolve problems according to Service Department processes (Kontron is an ISO 9001 company).
- Be able to communicate effectively in both written and verbal correspondence with customers concerning returns, warranty claims, and repair status.
- Provide administrative support for repair technicians; create delivery notes to ship repaired items, ensure correct pricing for paid repairs.
- Review customer purchase orders / purchase terms for paid repairs and spare parts orders.
- Maintain RMA records in ERP system (SAP). Maintain RMA status / notes to allow ready retrieval of RMA details.
- Work with suppliers to send nonconforming material for repair / replacement (Vendor Returns).
- Use Microsoft Excel to generate customer backlog reports, review RMA aging / TAT (Turn Around Time).
- Provide regular (weekly, monthly) status reports per customer requests using Microsoft Excel from ERP (SAP) RMA data.
- Requires excellent problem solving skills, and the ability to "think outside the box" when needed.
- Uses RMA data or issue criticality / severity to identify and escalate issues for resolution with Technical Support.
Qualifications
- Associate or General Education Degree (GED) with four (4) years related customer service experience and/or training; or equivalent combination of education and experience with reverse logistics.
- Understanding of Warranty, Extended Warranty, and customer returns business processes.
- Experience with MS Windows and Office - Excel, Word, Outlook, PowerPoint. Strong understanding of MS Excel a plus.
- Excellent oral, written, and communication skills.
- Project management / reverse logistics experience desired.
- ERP experience (SAP preferred), familiarity with inventory, forecast, material usage and planning.
Looking for an honorable, professional, ethical, team player to work in a team environment who wants to be a contributor to the success of the organization.
Feel up to the challenge? Please apply
Kontron America, Inc. an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideraion for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.