Customer Service Representative

Saab International AB • East Syracuse, NY

413d • $50,107 - $60,091

About The Position

Saab, Inc. is seeking a dynamic and results-oriented Customer Service Representative to deliver exceptional customer service to both external and internal clients. The role focuses on building positive relationships, resolving customer issues, and ensuring effective communication throughout the organization. The ideal candidate will be customer-focused, motivated, and capable of managing multiple tasks in a fast-paced environment.

Requirements

• Must be a problem solver who is poised, mature, and capable of professional communication with customers and Saab personnel.
• Excellent oral and written communication skills.
• Well-organized and proficient at organizing and tracking issues to completion.
• Ability to effectively use problem-solving skills and analytical thinking in a fast-paced environment.
• Ability to listen to the customer and understand their perspective.
• Ability to work on multiple, complex issues simultaneously.
• Detail-oriented and comfortable with/interested in technological content.
• Proficient with MS Office applications.
• Familiar with databases, database design, and data mining.
• Some physical lifting required.
• High school diploma or equivalent required; Associate's degree desired.
• 3+ years of relevant experience.

Responsibilities

• Develop and maintain positive relationships by serving as the primary point of contact for external and internal customers needing assistance.
• Answer and respond to customer telephone and email contacts.
• Log, monitor, track, and report on Customer Problem Reports (CPRs), expediting hardware and non-hardware issue resolution through proper channels.
• Provide frequent follow-up communications to ensure that customers and Saab colleagues are fully apprised of CPR status.
• Coordinate actions across multiple departments and levels within the organization to meet service level requirements.
• Become familiar with all Saab products and programs to understand customer issues and recruit help from the appropriate people.
• Support the maintenance and use of the Customer Service database, including data entry, reviewing data for accuracy, and generating reports.

Benefits

• Medical, vision, and dental insurance for employees and dependents
• Paid time off including: minimum of 3 weeks vacation, 5 floating holidays, 8 designated holidays, parental leave, personal illness, bereavement, jury duty, long-term and short-term disability
• 401(k) with immediate vesting on employer match
• Tuition assistance
• Student loan assistance
• Wellness account, Care.com subscription, and employee assistance programs
• Employee stock purchase program with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Fabricated Metal Product Manufacturing
• Education Level: High school or GED
• Number of Employees: 10,001+ employees