"Alerted.org

Job Description:

Basic Function

Act as primary contact for customers and sales representatives for product return, service, repair and problem resolution.

Essential Duties & Responsibilities

+ Communicate effectively with customers and sales representatives using phone, fax, voice mail, email, and other tools to fully understand customer’s application(s).

+ Prepare quotations for repairs; issue Return Material Authorizations (RMA) as needed; prepare order information (verifying Purchase Order information to RMA information) for entry; assist with external service vendors or Brooks locations and expedite open repair orders.

+ Processing Credit return, Warranty Replacement Orders, Credit Card information and review purchase orders in preparation for order processing.

+ Establish if returned goods are repairable; determine feasibility of repair versus new equipment; and advise customer or sales representative of findings.

+ Assist customers and Sales Representatives with any complaint, using the formal customer complaint process when appropriate.

+ Preparing for and participating in daily GEMBA meetings.

+ Ability to size equipment to meet customer specifications.

+ Keep current with technological and competitive developments and customer portal sites.

+ Participate in root cause analysis when order discrepancies take place.

+ Provide first level support for Brooks’ customers and representatives.

+ Regular attendance and the ability to follow all safety procedures.

+ Ability to work closely with others in a team environment.

+ Support company continual improvement initiatives.

+ Take directions from Team Lead and Management.

+ Other duties as assigned.

Knowledge, Skills and Abilities

+ Excellent demonstrated customer service skills with the ability to maintain positive relationships through problem resolution.

+ Ability to work independently with minimal supervision.

+ Ability to get along with others in a team environment.

+ Ability to multi-task and engage with multiple customers simultaneously while interacting with other internal departments.

+ Ability to follow all safety procedures.

Education & Experience

+ Associate’s degree in technology or Technical Field, or minimum 2 years’ experience with industrial measurement and control preferred.

+ Knowledge of Microsoft Windows, Excel, Word, Salesforce and MAPICS a plus.

+ Minimum 1-2 years’ experience with specification and/or quotation of industrial instrumentation or similar portable experience in a customer service role preferred.