Job Summary
The Customer Support Representative processes incoming customer quotes, order requests or questions by phone, fax, email. Evaluate, quote, process, and expedite the requests and questions in a manner that ensures customer satisfaction while meeting company revenue and profit goals.
Key Responsibilities
- Process customer questions or requests for parts by phone, fax, or email in a timely manner.
- Using SAP, manage and track the part ordering process to provide timely quotations and order confirmations to customers.
- Review parts orders for urgency and accuracy and prioritize as necessary to meet the customer needs.
- Communicate order status and part number information to internal and external customers in a timely manner.
- Identify and correct inaccuracies found in SAP in relation to customer information, parts, and pricing.
- Interface with third party vendors to identify, purchase and supply parts to customers.
- Liaison between our customers and our Centers of Competence.
- Process repairs, returns and credit memos in a timely manner.
- Review and use the SAP Complaint Management System and follow up with the customer to resolve their concerns.
- Use feedback from customers and colleagues to identify and recommend process improvements to management.
- Partner with the accounts receivables team to resolve past due invoices.
- Other duties and/or special projects as assigned by the Parts Manager.
