Rep, II – Customer Support

Wabtec•Webster, TX

18h•Onsite

About The Position

This position is part of Evident Inspection Technologies division, which delivers solutions to complex challenges by inspecting mission-critical assets and infrastructure. The division leverages nondestructive testing, remote visual inspection, and analytical instruments to support maintenance, manufacturing, and environmental applications. As a Customer Service Representative, you will serve as a key contact and liaison for customers, both internal and external, to ensure their total satisfaction. You will interact with customers on an ongoing basis, entering RMAs/orders, handling requests and providing support needed in a timely, professional and courteous manner. This role is responsible to act as the voice of the customers to determine how to best satisfy their equipment needs.

Requirements

3 –5 years customer service experience in a business call center environment.
Excellent customer service skills with enthusiasm and tact both in writing and over the phone.
Ability to multitask, organize and prioritize tasks.
Familiarity with CRM systems and practices.
Strong knowledge of Microsoft Outlook Applications.
Strong work ethic and attention to detail.
Positive outlook with the ability to promote teamwork and good working relationships.
High school diploma or GED equivalent required.
Must be a U.S. Person.

Nice To Haves

Salesforce or Netsuite CRM system knowledge.
Bachelor's Degree in a business or other discipline preferred.

Responsibilities

Provide professional phone support on incoming and outgoing calls with customer centricity.
Able to create RMA’s with assistance on how to determine disposition
Process transactions including RMAs, Quotes, and Sales Orders with attention to detail and very high accuracy rate.
Coordinate with internal departments such as Asset Management, Rentals, Sales, Finance and Shipping to ensure timely delivery for customer orders and information related to their requests.
Work on process improvements to provide better service to our customers and streamline our workflow.
Maintain CRM system with accurate information.
Follow up on all transactions to ensure your customer’s request is fulfilled in a timely manner.
Show an understanding of the complete service order process acting on each part with urgency and professionalism.
Taking a proactive approach to resolution of any issues.
Meet personal/customer service team KPIs on daily/weekly/monthly basis
Ability to work independently and problem solve
Work on special projects as necessary.