Customer Support Representative I -

Job description

Customer Service Representative 1.0 Purpose Defines the responsibilities and qualifications needed to perform job responsibilities and duties for a CSR position. 2.0 Responsibilities: The Team manages programs that require a replacement of an asset in the field after repair of a faulty product. Tasks include logistics, planning, and customer service execution. This group manages the entire process flow and provides reporting of day-to-day activities. Weekly reporting is required to monitor the status of special programs. Customer management of up-coming events and order requirements based on customer requirements exchange and Repair management . Coordination with Program Office Activities and providing the necessary reporting to front office. Check inventory daily for incoming repair parts and owed cores from customers. Research of additional information if necessary from customer and SAP/EAGLE systems. Core Management track, monitor and facilitate core return. Complete tracking of core unit from PWCS to customer and customer to PWCS. Daily communication with supplier on all parts at repair and estimated ship date and disposition provided in a timely manner. Repair order creation, quote approval, repair disposition updates in SAP system. Complete coordinating efforts with the other two pillars of the department inventory/core and vendor management to ensure complete awareness of customer/program requirements. 3.0 Qualifications - Good organizational skills. - Must be able to prioritize and make quick decisions. - Ability to work under deadlines in a fast-paced work environment. - High school diploma is required, A BA is preferred. - Computer literacy required in Microsoft Office Products such as Word, Excel and Outlook SharePoint. - Strong Excel background required. 4.0 Work Environment Modular setting 5.0 Safety All employees have a duty to care for their safety and for the safety of others whom may be affected by their acts or omissions at work. Therefore it is the duty of every employee to: Respect and apply safety rules and procedures at all times Use personal protective equipment PPE and safety devices as required Promote industrial hygiene and safety matters Report incidents and damages to management whether injuries are involved or not Participate in incident investigation Report hazards to management Ensure a high standard of housekeeping in the work area Be a safety role-model to all employees Make suggestions to improve safety at the workplace Actively participate in department safety committee

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