Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.

HOURS ARE 8am to 5pm PT

Position Description (Principle Duties and Responsibilities)

• Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel.
• Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes.
• Timeliness, professionalism, and genuine care in their interactions (via phone, in person or email) will be key metrics for this individual's performance.
• Communicate guidelines and policies effectively with all internal and external customers.
• Advise accounts on ProCare programs during repair approval/pricing confirmation calls.
• Work with cross-functional teams to prioritize urgent repair orders.
• Extensive troubleshooting capabilities.
• Assist in oversight of team's shared inbox.
• Assess and escalate urgent situations to leadership when necessary.
• Enter complaint information in a timely manner for tracking and visibility.
• Maintain excellent customer service throughout all interactions.
• Review service contract discrepancies and collaborate with the field and Service Contracts Team to best take care of the customer.
• Provide detailed information to the Accounts Receivable Team to better educate our customers on charges and assess validity of invoices.
• Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs.

Requirements

• Demonstrated proficiency in MS Excel, Word, Access, Outlook, and ERP systems (including data analysis tools i.e. queries, pivot tables, etc.). 
• Preferred experience with Oracle. 
• Must be able to communicate with large groups of people. 
• Must be able to generate and explain guidelines and procedures. 
• Demonstrated customer service skills, including the ability to communicate professionally and effectively with field-based customers via telephone and e-mail to continuously drive customer satisfaction.  
• A high degree of emphasis on accountability for quality/GMP compliance, customer service, levels, inventory management and cost reduction.