Customer Services Expert
About The Position
The In-House Customer Service Coordinator plays a vital role in building meaningful relationships and ensuring customer success. This position is ideal for individuals who thrive in a collaborative environment and are passionate about contributing to the achievements of a successful team. Our Customer Service Team is responsible for a variety of activities, including order entry, inside sales, and administration. The team serves as one of the primary after-sales contact points for customers, managing the efficient exchange of commercial information between Field Sales, Distributors, Supply Chain/Logistics, customers, and other departments. The goal is to consistently exceed customer expectations by delivering fast and effective service. In the role of Customer Service Coordinator, you will provide support to Field Sales, Service, Distributors, Dealers, and Customers via phone, email, and web channels. Your responsibilities include troubleshooting issues with customer-owned equipment, coordinating the receipt of equipment for in-house repairs, managing the status of service sale orders and return authorizations, and expediting RMA shipments. Additionally, you will track and manage both internal and external customer concerns to ensure timely resolution.
Requirements
- Ability to train and learn the Waygate product scope to be able to troubleshoot customer downed systems.
- Strong organizational and multitasking abilities.
- Proficiency in the Microsoft Office Suite—including Excel, Word, Outlook, and PowerPoint—is essential.
- Demonstrate excellent communication and problem-solving skills, be adaptable in a fast-paced environment with frequent changes.
- Experience with SAP, LMS systems, and vendor management.
Responsibilities
- Troubleshooting customer-owned equipment to minimize downtime caused by necessary in-house service events.
- Coordinating the return of materials for repairs that cannot be resolved remotely or simply restocking.
- Physically receive in systems/devices and move materials to desired locations in warehouse.
- Accurately enter customer data, agreements, return authorizations, sales orders, and invoices in alignment with departmental goals and objectives.
- Maintaining Customer Master Data and conduct relevant security checks as required.
- Working with customers statement of accounts to allow for continuous service support.
- Handling all customer invoice disputes.
Benefits
- Flexible working hours to support productivity and work‑life balance
- Comprehensive private medical care options
- Safety net of life insurance and disability programs
- Tailored financial programs
- Education assistance
- Generous parental leave
- Mental health resources
- Dependent care support
- Additional elected or voluntary benefits
- Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k)
- Choice of coverage options that best suit your needs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
