Account Support Specialist

DUTIES AND RESPONSIBILITIES

• Answer customer concerns and questions in a timely manner.
• Provide information to customers about services offered by Sumitomo.
• Communicate with customers and receive necessary documents to receive orders for Exchange or for Repair.
• Refer new sales opportunities to Sales team.
• Answer customer calls and direct them to Engineering team as needed.
• Set up new customer accounts and maintain customer database in ERP system
• Respond to customer queries in a timely manner.
• Issue RMA numbers as needed.
• Request PO revisions to customers
• Process order entry in Epicor
• Process shipment in Epicor
• Act as a liaison between customer and Sumitomo.
• Assist Accounting department to resolve any payment issues.
• Collect and maintain customer data as needed.
• Provide support in the absence of Quality Support Coordinator/Shipping.
• Assist in creating international shipping documents.
• Work closely with Sales and Quality team to properly communicate customer complaints and requirements.
• Work closely with the Production team to communicate customer requirements and to enhance On Time Delivery and Customer Satisfaction.
• Work closely with Production Coordinator to order necessary parts to meet customer’s due date.
• Work closely with other SHIG team members as necessary.
• Improve productivity by reviewing overall work process
• Ensure compliance with SCAI QMS
• Work to improve cost effectiveness of SCAI processes and procedures
• Must be able to interpret SCAI policies and procedures in English
• Must be able to understand and follow oral and written instructions in English
• Must be able to document legibly in English
• Must be able to utilize a personal computer and related software in English
• Implement DIONS – Dispose, Identify, Organize, Neatness, Self-Discipline
• Build customer relationships
• Expedite work flow
• Implements corrective actions to satisfy clients

Minimum Qualifications:

• Possesses the capability to read, write, verbalize, understand and follow orders in English.
• Minimum five years previous experience working in a customer service environment.
• Possesses the ability to be flexible with duties and responsibilities as necessary.

Skills:

• Must be able to communicate efficiently in English, both orally and in writing.
• Must be able to communicate efficiently with employees at all levels.
• Must have experience and a comprehensive knowledge of software packages and the internet.