Customer Service Representative

Saab International AB • East Syracuse, NY

241d • $52,000 - $62,400

About The Position

Saab, Inc. is seeking a dynamic, results-oriented Customer Service Representative to provide outstanding customer service to all Saab customers and internal colleagues. The ideal candidate will be a highly motivated quick study who is customer-focused and committed to providing excellent service.

Requirements

• High school diploma or equivalent required; Associate's degree desired.
• 3+ years of relevant experience.
• Must be a problem solver who is poised, mature and fully capable of professional communication with customers and Saab personnel.
• Excellent oral and written communication skills.
• Must be well-organized and proficient at organizing and tracking issues to follow through 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 the customer perspective.
• Ability to work on multiple, complex issues simultaneously.
• Must be 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.

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), which includes 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, as necessary, to ensure that service level requirements are met.
• Become familiar with all Saab products and programs to best understand customer issues and recruit help from the appropriate people.
• Support the maintenance and use of the Customer Service database, including entering data, reviewing data for completeness, accuracy, and consistency, taking proactive measures to ensure integrity of data, and generating reports from the database to meet program needs.
• Work with various departments to meet service level requirements.
• Participate in an on-call rotation with other colleagues, providing 24 x 7 x 365 phone service to customers.

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