Customer Support Specialist

Summit Interconnect, Inc.•Aurora, CO

8d•$22•Onsite

About The Position

Summit Interconnect is the premier electronics manufacturer in the US, located in Aurora, Colorado. Specializing in printed circuit board assembly, we build the latest electronic circuitry designs from leading technology companies in every sector, from aerospace to cutting-edge medical devices. We are known for our speed and high quality in our work. It’s a fun place to work. We are continuously innovating our processes and systems to stay on the cutting edge of software technology. Our vision is to have the best employees working to provide an outstanding service experience, and the coolest technology solutions for our customers. We look forward to you joining the team! POSITION SUMMARY This position is primarily responsible for providing outstanding customer service to our clients, both internal and external. This is achieved through the analysis, verification, and data entry of order information; the timely research, processing, and resolution of job holds; and the use of proactive written and telephone communication with our clients and vendor partners. This position is also responsible for initiating and/or implementing corrective action as needed in order to ensure that a superior standard of service is delivered to our clients and their utmost satisfaction is obtained.

Requirements

6 months of professional customer service and/or account management experience
Proficient in professional oral and written communication skills
Strong attention to detail
Ability to continually multi-task
Strong computer skills
Highly developed sense of integrity and commitment to client satisfaction
Demonstrated passion for excellence with respect to client interaction
Adaptable to fluid environments and comfortable with change

Nice To Haves

Associate’s degree (A.A.) or equivalent from two-year College or technical school; or equivalent combination of education and experience
PCB industry experience

Responsibilities

Receives approved customer files from accounting and enters sales orders in SAP and Salesforce.com
Conducts a welcome call to customers, communicating part exceptions or issues that arise during the purchasing process, verifying information entered and received, and setting expectations regarding day 0, engineering technical contact, due dates, and holds.
Coordinates the resolution and communication of holds in-house.
Contacts customer for resolution of a hold when applicable.
Contacts customers who did not require contact in-process.
Fields complaints concerning quality, service, or billing, beginning the RMA or rework process when applicable, and documents any customer feedback.
Serves as the main point of contact during the RMA process, coordinates communication between departments and customer, and sees orders through to completion.
Reaches out to each client proactively via telephone once their job has shipped to communicate shipping information and ensure client expectations are met and exceeded.
Other duties as assigned.