Customer Service / Warranty Coordinator

Order Type : Direct Hire

Primary Duties • Provide excellent customer service by assisting customers with requests, including creating, changing or deleting sales orders, sales order acknowledgements and quotes. • Answer phones and make sure that phones are turned “On” in the morning and “Off” in the evening. • Assist customers with basic trouble-shooting questions related to pumps, accessories, power units and other products. • Support the Outside Sales team through communication and coordination as needed. • Serve as backup and assist with training of the other members of the inside sales team. • Collaborate with the Accounting Department regarding past due accounts, credit memos, and invoice inquiries. • Participate in production meetings to communicate special needs or updates between Sales, Operations, and Purchasing. • Assist with providing and maintaining updated pricing information for Sales. • Maintain customer files and quotes (active and inactive) for customers and non-customers. • Assist in setting up new customer accounts, including verifying references, sending welcome packages and other literature. • Create, modify, delete, mail and email sales invoices. • Maintain and update the RGA (Returned Goods Authorization) database. Working with technician on returned goods issues. • Process customer product returns in accordance with warranty department procedures. • Perform additional office procedures, such as copier maintenance, sorting and dispersing mail Secondary Duties • Review open orders (daily and monthly); release items that are available for shipment, and monitor customers on credit or shipping hold and releasing items (when cleared) • Help to coordinate the purchase of any items that are on backorder. • Work closely with the Shipping Department to determine which orders can be fulfilled and shipped. • Assist the shipping and receiving departments with the processing of incoming and outgoing shipments. • Generate and maintain daily/monthly reports, including invoice totals, sales goal updates, and monthly credit/warranty reports. • Assist with exhibitions such as trade shows. This could possibly involve set up, tear down as well working with outside sales team during the length of the trade show and normal activities associated with the exhibition. • Help with any mass mailings, such as Christmas cards. Skills Required • Strong verbal and written communication. • Strong active listening and empathy when assisting customers. • Ability to build rapport and maintain positive customer relationships. • Effective conflict resolution and de-escalation skills. • Professional phone and email etiquette. • Proficiency in Microsoft Office suite (Word, Excel, Outlook, etc.) and CRM (Customer Relationship Management) software. • Accuracy and attention to detail in data entry and record keeping. • Ability to manage multiple accounts or customer inquiries simultaneously. • Effective time management and prioritization skills to follow-up and track customer interactions. • Documentation and record-keeping. • Basic troubleshooting of customer issues. • Problem-solving mindset with the ability to troubleshoot basic product issues. • Ability to work both independently and collaboratively within a team environment. A. EDUCATION HS diploma or GED B. LANGUAGE SKILLS Read and understand complex instructions, short correspondence, and memos. Write correspondence in detail. Verbally present information in one-on-one group situations (to management and/or other employees.)

Qualifications

• HS or GED