Customer Service Representative (General Calls)

ASSA ABLOY•Phoenix, AZ

1d•Onsite

About The Position

Assist customers in requests for information; perform customer service support functions and resolve customer complaints, concerns and issues; perform a variety of duties in a multi-task work environment.

Requirements

High school diploma or general education degree (GED) with some college or technical training in mechanics or electronics; two to five years experience in a customer service related position, preferably in a manufacturing environment; or equivalent combination of education and experience.
Proficiency in word processing, spreadsheets, email, and order processing software.
Possess a working knowledge of inventory, manufacturing and database software.
Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals in English.
Write routine reports and correspondence in English.
Speak effectively before groups of customers or employees of organization.
Assist the organization with establishing practices that align with ISO requirements.
Excellent written/oral communication, organizational and customer service skills; solid mechanical aptitude including an understanding of electronics.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percentage.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.

Responsibilities

Ensure phone coverage for set business hours.
Communicate with customers to answer their inquiries and solve all issues that may arise.
Process incoming inquiries in Customer Care.
Process RMA’s/CCF’s.
Process information in appropriate computer programs as required. This includes but is not limited to CRC Dash (and related programs), JD Edwards, and Microsoft Office programs.
Work with other departments as needed to ensure that we meet our customer needs.
Operate within and help to improve work procedures for Customer Service using lean manufacturing principles.
Strive to develop and maintain a high standard of product knowledge, sharing that knowledge with Sales Reps, Customers, Team members and other Employees.
Conform with the organizations ISO 9001 & 14001 requirements.
Other duties or projects as assigned.