Customer Support Specialist

Smiths Detection
Edgewood, MD
May 17, 2018
May 21, 2018
Full Time
Job Description The Customer Support Specialists for aftermarket service will champion the customer support help line and will manage customer relations by providing business and order processing expertise. This person assumes responsibility as the first human interface with the customer for incoming calls to Smiths Detection Service. The specialist will also be responsible for various functions as it relates to field service and processing of field service reports, reconciling inventory, processing of consumable orders. As such, a high degree of patience, professionalism, organizational knowledge and people skills are necessary.Provides courteous, accurate and timely responses to requests for information. Identifies issues, concerns and/or complaints from customers and either personally manages the issue or redirects the customer to the appropriate internal support group. Opens all service events within the Service Management System (SMS), responding to order processing inquiries, offering a knowledge base resolution or directing the caller to the appropriate technical or administrative team. Must be able to handle stressful situations and possesses excellent customer relations skills Duties & Responsibilities SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:Accurately opens and documents service events within the SMSInvestigates, analyzes and rectifies customer concerns or elevates problems to management attention when necessaryCreate quotes as required for consumable orders and billable spare partsReceive and process orders from customers via telephone, website and e-mail and processes accordinglyClarify P/N's based upon customer description as requiredConfirm in-stock counts, verify whether parts are in stock, and if not, quote an expected lead timeTrack all backorders and ensure that they are filled in a timely fashion.Provide all requested proof of delivery for billing/accounting purposesPre-approve all returned merchandise; provide Return Material Authorization (RMA), explain policies and paperwork to customerReceive and resolve inquires and complaints by customers concerning incorrect billings or shipment problemsProcesses Field Service Reports and reconcile parts inventoryCreate non-product requisitions and purchase orders in order process vendor invoicesMaintain liaison with Supply Chain, Tech Support, Sales, Trade Compliance, Credit & Finance and other related departments.Processes intercompany transfer ordersUtilizes specialized system reports and follows-up with customers to ensure satisfactionNotifies supervisor of repetitive problematic issues where a possible pattern may exist or anticipated inventory shortages are expectedCreate, interpret and disseminate reports as requestedComply with and ensure department compliance with Company health, safety and environmental policies.Comply with all applicable US export control and security regulations.Required to successfully obtain and maintain government clearanceOther duties as assigned to assure the success of the Call Center The Individual Education/Training: Associates Degree or equivalent training preferred. High School Degree and 2 years of related experience is required. Experience: Prior hands-on order processing, data entry experience and a minimum of 2 years of experience in a customer service/support environment. Knowledge/Skills: Individuals should possess good communications skills and have a strong orientation for customer focus and teamwork.Must be responsive to all customer issues at all times. Must display an ability to handle multiple projects or tasks at the same time while still meeting service level agreements.Ability to perform data entry tasks and utilize various functions within the SMS.Proficiency with Microsoft Office software specifically Word and Excel.Must be fluent in English.Experience with SAP and/or bilingual capabilities are highly desirable. Supervises: NA PHYSICAL/MENTAL REQUIREMENTS:Possess excellent organizational, communication, interpersonal skills with the ability to multi-task several projects at once.Excellent customer service skills and the ability to handle stressful situations.Self-motivated, reliable, and accountable individualPossess outstanding telephone and computer skillsMust be willing to accept and be adaptable to changing shifts and job requirements based upon the needs of the business and demonstrate flexibility