Customer Service Representative

the Client•Hudson, NH

5d•Onsite

About The Position

The Customer Service Representative employs extensive skills and experience to bolster the client's position as the global leader in thermal imaging solutions through customer engagement, coordination, and administration leading to the delivery of post-sales products and services for a range of thermal imaging and test & measurement products. This role reports to the Service Operations Supervisor within the Global Service organization.

Requirements

Extensive skills and experience in customer engagement, coordination, and administration
Knowledge and experience in administration of the return material authorization (RMA) process across multiple product lines
Proficiency with voice, email, service portal, and Oracle case management system
Strict attention to detail in preparation of estimates, contract proposals, and maintenance agreements
Experience with export classification and export licensing requests
Ability to secure purchase orders and process payments; maintain related documentation
Ability to liaise with adjacent functional areas to ensure timely release from tax, credit, and trade compliance holds
Proficiency or ability to develop competence on SAP, OCR, Oracle, and service portal platforms
Ability to test SAP enhancements and new product features in the SAP NC40 test environment and provide test reports
Proactive communication skills; ability to manage customer expectations with professionalism
Decision-making ability to maintain customer loyalty and grow the business
Punctual, reliable, and self-motivated with strong cross-training and collaboration skills

Responsibilities

Administers all phases of the return material authorization (RMA) process for internal and external customers across multiple product lines via voice, email, the service portal, and Oracle case management system.
Prepares estimates, contract proposals, and maintenance agreements with strict attention to detail.
Prepares export classification and export licensing requests via the OCR system as needed.
Secures purchase orders and processes payment for the full range of service offerings; maintains all related documentation.
Liaises with adjacent functional areas to ensure timely release from tax, credit, and trade compliance holds.
Ensures all actions are performed in accordance with corporate finance, legal, and trade compliance requirements.
Proactively communicates status of open orders and manages customer expectations with the highest degree of professionalism.
Makes decisions to maintain customer loyalty and grow the business.
Participates in quality reviews of all customer interactions; receives coaching and guidance aimed at delivering the best possible customer experience.
Receives hands-on training and demonstrates competence on all business systems and platforms including SAP, OCR, Oracle, and the service portal.
Leverages technical expertise in testing SAP enhancements and new product features in the SAP NC40 test environment.
Provides test reports as needed.
Supports the growth of the service business by promoting FLIR Care and Protect services, service contracts, and replacement product purchases.
Works in a team-based environment with high focus on cross-training and collaboration.
Is punctual, reliable, and self-motivated.