Customer Service Administrator - Cross Company : Job Details

Customer Service Administrator

Job Description

As a Customer Service Administrator you will be a key contributor to our fast-paced day to day operations - providing exceptional customer service by working with the Process Solutions Group (PSG) sales & customer service teams. This position is a focal point for managing customer requests and order acknowledgements to help expedite processing. You will have the opportunity to work as part of a dynamic, fast-paced, high performing customer support team.

Essential Functions

* Manage the process for customer expedite requests, status requests, order acknowledgements, and equipment records in NetSuite.

* Manage service technician's calibration equipment by:

* Getting quotes from vendors for calibration/Approval by Service Engineering Manager

* Acquiring RMAs

* Creating PO to vendors

* Tracking on a Google spreadsheet

* Swiftly handle customer COI requests

* Manage customer compliance needs (simple paperwork requests)

* Close the loop on Principal Leads- portal updates etc. You will not manage the leads, but will ensure actual data entry is complete and update the principals.

* Submit the monthly Principal Sales Funnels for Brooks (POS), Richards, etc.

* Track any rentals that we set up

* Submit Portal Document on Projects

* Build Document Submittals on Projects

Additional Responsibilities

* Support the Process Solutions Management team with various projects upon request.

* Additional Responsibilities as assigned by the manager.

* Attend ongoing vendor and process training; retain knowledge of vendors and processes

* Assist with special customer support projects as requested by management

Education and Experience

* High School/GED required and Associates or Bachelors degree preferred and 1-2 years customer support experience /or

* High School/GED required and 3 years customer support experience in wholesale distribution (preferred) or related industry

Required Competencies

* Computer literate and highly productive in a multi-window environment - Google Suite

* Excellent keyboard skills - quick and accurate

* ERP literate, NetSuite preferred

* Excellent communication skills - especially phone and email communications

* Detail oriented and highly organized

* Knowledge of customer service principles and practices

* Math and problem-solving skills

Physical and Mental Requirements

* Sit at desk, with minimal breaks, for up to four hours at a time.

* Perform data entry for up to four hours at a time with minimal breaks

* Move and pull catalogs that may weigh up to ten pounds

* Spend extended lengths of time viewing computer screens

* Possess a clear and articulate speaking voice

* Must be highly organized, with a well-developed ability to multi-task.

* Possess ability to quickly learn and retain vendor-related information as well as company policies and procedures

* Possess the ability to perform mathematical calculations and understand the mathematical concept related to profit and margin

* A high degree of self-control and the ability to interact with others in a businesslike and professional manner

* Ability to efficiently and calmly work in a fast-paced dynamic work environment