Aftersales Customer Service (ACS) Administrator

Blatchford•Miamisburg, OH

2d•Onsite

About The Position

This position is responsible for a combination of Shipping and Receiving in all returns and repairs, demos, and loaners. It involves working with warehouse and assembly departments for functions such as daily picking, packing, shipping, receiving, counting/verifying items, put away, inventory and transactional accuracy within the service warehouse, and Made-To-Order (MTO) unit assembly for warranty claims and/or demo/loaner units. The role requires daily counting, verifying, and accurately receiving goods into the ERP system, efficient shipping of customer repairs, exchanges, loaner units, and demo units, and meeting inventory and transactional accuracy goals. The administrator will also monitor open ACS Requests, ensure proper paperwork for returned products, communicate issues impacting customer satisfaction, and interact directly with Customers, Territory Managers, Employees, and Management. Additional responsibilities include completing training modules, triaging repair units, processing according to ACS work instructions, returning products for service, transacting outstanding items, performing cycle counts, maintaining professionalism, and acting as a liaison between Sales, Warehouse & Customer Service Teams.

Requirements

High School Degree or equivalent
Ability to listen and communicate effectively with co-workers and customers/clients to respond to common inquires or complaints.
Ability to apply basic mathematical concepts like addition, subtraction, multiplication and division to such tasks as inventory control, material handling and tracking.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an assorted number of tasks or instructions.
Ability to stand and/or walk 8 hours a day.
Ability to sit or stand; walk; use hands to finger, handle, feel objects, or assemble/disassemble product, tools or controls and reach with hands and arms for entire shift.
Ability to occasionally stoop, kneel, and crouch.
Ability to regularly lift and/or move up to 35 pounds.
Specific vision abilities required by this job include close vision, depth vision, peripheral vision and ability to adjust focus.

Nice To Haves

Minimum of 2 years of Customer Service / Technical Experience preferred.
Basic computer skills and knowledge of Microsoft products preferred (Excel, Word, Outlook)
Knowledge of warehouse management / inventory tracking systems, ERP CSI (Syteline) experience preferred.
Knowledge of Bill of Materials, Routings and lead times

Responsibilities

Responsible for daily counting, verifying and accurately receiving goods into the ERP system in an efficient and timely manner.
All administrators are expected to be cross-trained and to be able to correctly assemble any demo, loaner & exchange coded made-to-order (MTO) item(s) demanded by customer/sales requirements.
Responsible for efficiently and accurately shipping out customer repairs, exchanges, loaner units, and demos units.
Responsible for meeting or exceeding inventory and transactional accuracy goals within the service warehouse
Monitoring of open ACS Requests including follow up with customer and internally as appropriate.
Ensuring all products to be returned to the customer (or shipped to a 3rd party) have all necessary paperwork and managed in a timely manner.
Communicate clearly, both written and in speech, any issues impacting customer satisfaction such as, inventory issues, difficulties processing ACS requests and delayed shipments.
Directly interacts with Customers, Territory Managers, Employees, and Management as needed.
Completion of ALL Blatchford Training Modules and timely completion of any added modules (ongoing)
Triage returning repair unit, warranty claims, demos, loaner and out of warranty unit(s).
Process according to the ACS work instructions
Return products to BPL for repair/service.
Transact outstanding loaner, demos and exchange item(s)
Perform periodic cycle counts or random inventory check verifications upon request or by schedule.
Whether on premises or not, when relating with visitors or other colleagues, all associates are to always put their best foot forward and act professionally and politely.
Perform other duties/tasks as required.
Works as liaison between Sales, Warehouse & Customer Service Teams as required.
Report relevant department data as requested by Management.
Consistently maintains high level of output according to company standards.
Performs related duties as needed by supervision.
Responds promptly to the needs of the customer (internal/ external).
Adheres to Company Core Values
Comply with and enforce company policies & procedures.
Provide regular and predictable attendance considering any rights to leaves provided by law or company policy.
Perform all essential job functions without posing a direct threat of harm to yourself or others