SUMMARY
Performs a wide variety of non-routine and unique customer service inquiries on machine spare parts and consumables requiring minimal guidance and direction.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Follows up on sensitive and complicated customer service calls requiring tact and ability to research and resolve concerns in a timely status, typically within one day.
Develops purchase orders for installs, investigates back order issues and resolves satisfactorily for customers.
Provides internal and external training on methodology to research part numbers.
Talks with customers by phone or in person and receives orders for installation, turn on, or change in service of machine equipment. Ensures that all install material is included with machines.
Performs a variety of order entries concerning sales orders.
Issues return authorizations and does follow up calls concerning customer service concerns.
Will provide after hours phone support on a monthly basis.
QUALIFICATIONS 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
Some college level related training is helpful; 5 or more years experience in customer service related experience and/or training; or equivalent combination of education and experience. Good computer skills in word, excel, etc. Requires outstanding interpersonal skills in handling stressful and varied customer service concerns in a professional manner. Knowledge of basic machinery operation and ability to read schematics is required.
LANGUAGE SKILLS
Ability to read and comprehend simple instructions, short correspondence and memos. Ability to communicate and understand varied customer inquiries and resolve with other departments.
Present information in one-on-one and small group situations to customers, clients and other employees of the organization.
Work location: Arlington Heights, IL