Customer Care Administrator

IMA North America Inc•Leominster, MA

About The Position

IMA is looking to hire an assertive customer care administrator who enjoys helping customers and coworkers. Customers are business to business customers who are generally looking for service support and parts.

Requirements

Intermediate knowledge of MS Office and SAP a plus
Strong customer service skills.
Ability to read and understand blue prints and schematics a plus
Technical aptitude.
Bilingual in English and Spanish speaking a plus, not required.
Strong attention to detail.

Responsibilities

Receives and processes requests for quotes, purchase orders, adjustments and cancellations.
Accurately enters customer PO’s
Provides information to engineering admin for parts allocation and/or purchasing of external parts set-up and ordering.
Monitors scheduled shipments, including third party vendors, and updates customers immediately on changes and/or delays.
Works closely with service to coordinate rebuild parts delivery for scheduled interventions.
Expedites current orders per customer requirements (machines down, schedule change).
Communicates technical information for all spare parts requirements to internal and external customers.
Achieve and maintain professional rapport with customers (internal and external) and strive to provide the best possible service.
Respond to all customer complaints with responsibility for guiding resolution to ensure proper and satisfactory closing obtained.
Report problems that occur frequently to supervisor for review.
Handles invoicing for the department.
Prepare commercial invoices for customs for all international orders including country of origin and harmonizing codes.
Maintain electronic files for the customer of all quotes and orders.
Prepare paperwork for shipping with the weekly consolidated shipment.
All other duties as assigned.