Quotes, reviews, and administers warranty and maintenance agreements for customer service accounts of moderate scope and complexity to achieve division business objectives and to meet customer performance expectations.
Responsible for the direction and oversight of assigned customer accounts.
Interprets customer requests, monitors performance and delivery, investigates complaints, and ensures compliance with warranty or maintenance agreements.
Essential Functions
Essential Functions Statement(s)
Primary interface to the customer for daily questions.
Participate in customer meetings. Responsibilities include giving presentations to customers.
Communicate order status.
Administer non-technical changes and expedite requests.
Review and understand each customer purchase order and contract.
Assure price adjustments are implemented.
Initiate purchase order (PO) review.
Collect necessary information to process export licenses for shipping purposes.
Authorize Return Material Authorizations (RMAs).
Ensure technical questions are answered by the Business Teams.
Responsible for ensuring obstacles preventing the entering of sales orders for New Products are resolved.
Ensure logistics conditions are met in accordance with contract requirements.
Perform proforma invoicing.
Provide support to Demand Planners as required (i.e., web portals, customer forecasts, etc.)
Review customer portals, incorporate PO releases, and changes in demand information.
Process credit/debit memos in an efficient & timely manner.
Collect necessary documentation for new account setup after consultation with Business Team Leader.
Provide professionally written correspondence to customers.
Position Qualifications Competency Statement(s)
Communication (Oral & Written) – Ability to communicate effectively with others using the spoken word as well as the ability to communicate in writing clearly and concisely.
Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
Presentation Skills - Ability to effectively present information publicly.
Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
Active Listening - Ability to actively deal with, convey, and understand the comments and questions of others.
Accuracy - Ability to perform work accurately and thoroughly.
Relationship Building - Ability to effectively build relationships with customers and co-workers.
Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
Meticulous - Ability to pay attention to the minute details of a project or task.
Judgment - The ability to formulate a sound decision using the available information.
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
Organized - Possessing the trait of being organized or following a systematic method of performing a task.
Working Under Pressure - Ability to complete assigned tasks in stressful situations.
Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
Skills & Abilities
Due to the nature of the work performed, must be a U.S. Citizen or permanent resident alien.
Education
Degree in Business, or related field, or an equivalent combination of education and experience which has provided both theoretical and practical knowledge in the field.
Professional entry level position.
May have limited prior industry experience or worked with direction in student internship program.
Computer Skills
Proficiency (intermediate skills) in tools such as Microsoft Word, PowerPoint, Excel, Web focus/data warehouse, and other similar software products.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Staffing and Recruiting
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