Customer Support Specialist (Edgewood)

Smiths Detection
Edgewood, MD
Dec 07, 2018
Dec 10, 2018
Full Time
About Us Smiths Detection, Inc. participates in the Electronic Employment Verification Program. 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. Smiths Detection, Inc. participates in the Electronic Employment Verification Program. Duties & Responsibilities SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO: Accurately opens and documents service events within the SMS Investigates, analyzes and rectifies customer concerns or elevates problems to management attention when necessary Create quotes as required for consumable orders and billable spare parts Receive and process orders from customers via telephone, website and e-mail and processes accordingly Clarify P/N's based upon customer description as required Confirm in-stock counts, verify whether parts are in stock, and if not, quote an expected lead time Track all backorders and ensure that they are filled in a timely fashion. Provide all requested proof of delivery for billing/accounting purposes Pre-approve all returned merchandise; provide Return Material Authorization (RMA), explain policies and paperwork to customer Receive and resolve inquires and complaints by customers concerning incorrect billings or shipment problems Processes Field Service Reports and reconcile parts inventory Create non-product requisitions and purchase orders in order process vendor invoices Maintain liaison with Supply Chain, Tech Support, Sales, Trade Compliance, Credit & Finance and other related departments. Processes intercompany transfer orders Utilizes specialized system reports and follows-up with customers to ensure satisfaction Notifies supervisor of repetitive problematic issues where a possible pattern may exist or anticipated inventory shortages are expected Create, interpret and disseminate reports as requested Comply 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 clearance Other duties as assigned to assure the success of the Call Center Call center operations run on a 24/7 schedule. Various shifts are available including nights and weekends. 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: This position requires access to ITAR, EAR, and Department of State or Department of Commerce controlled information and routine access to a cleared facility. Applicant must be a US Person (citizen, green card holder or other permanent resident). 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 individual Possess outstanding telephone and computer skills Must be willing to accept and be adaptable to changing shifts and job requirements based upon the needs of the business and demonstrate flexibility