Customer Support Coordinator

Job Summary:

Responsible for providing effective customer service for all internal and external Company customers by utilizing knowledge of Company products and programs. Also responsible for developing and maintaining positive customer relations, as well as team member relations within the Depot Repair Service Department.

Detailed Description:

Essential Duties and Responsibilities include the following. Other duties may be assigned.

· Responds to customer inquiries regarding RMA requests and repair status via phone and email.

· Processes customer RMAs, repair quotes and purchase orders/changes according to established department policies and procedures.

· Provides timely feedback to the customer including shipping date, anticipated delays, and any additional information needed by customer.

· Assists in repair scheduling, shipping, receiving and invoicing RMAs to ensure delivery by specified dates.

· Process and validate warranty claims.

· Meets and exceeds customer’s service expectations.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

· Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations.

· Project Management – Communicates changes and progress.

· Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills.

· Customer Service - Responds promptly to customer needs; Meets commitments.

· Oral Communication - Listens and gets clarification; Responds well to questions; Participates in meetings.

· Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.

· Teamwork – Gives and welcomes feedback; Supports everyone’s efforts to succeed.

· Business Acumen - Understands business implications of decisions.

· Ethics - Treats people with respect.

· Organizational Support - Follows policies and procedures; Supports organization’s goals and values.

· Judgment - Includes appropriate people in decision-making process.

· Motivation – Demonstrates persistence and overcomes obstacles.

· Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently.

· Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments.

· Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

· Quantity – Completes work in a timely manner; Strives to increase productivity.

· Safety and Security - Observes safety and security procedures including using Personal Protective Equipment (PPE) as required and wearing company issued badge when on company property; Reports potentially unsafe conditions; Uses equipment and materials properly.

· Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.

· Initiative – Seeks increased responsibilities; Asks for and offers help when needed.

· Innovation – Generates suggestions for improving work.

· Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.

Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High School diploma or general education degree (GED) is preferred. Typically requires a minimum of 0-2 years of experience in a similar position. Basic computer skills (i.e. Microsoft Suite) are required.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills: To perform this job successfully, an individual should have a general knowledge of Microsoft Office.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to talk or hear, use hands to handle or feel. The employee is frequently required to stand, walk, sit and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and /or move up to 10 pounds.

Other Essential Duties

· Follows all import/export requirements, process international paperwork, and consulting with facility import/export personnel as required.

Other Skills and Abilities

· Basic Knowledge of ISO and/or AS9100

· Working knowledge of Lean Manufacturing/6 Sigma/Kaizen

· Knowledge of specific software (design, analysis, ERP…)

• Candidate must possess U.S. citizenship or be a "U.S. Person". (A U.S. Person is defined as a person who is a lawful permanent resident “Green Card holder” as defined by 8 U.S.C. 1101 (a)(20) or who is a ”Protected Individual” as defined by 8 U.S.C. 1324b(a)(3).