CUSTOMER SERVICE REPRESENTATIVE

JOB SUMMARY:

Assist customers in the return of products for service, and support the various systems and processes that are used by the Repair organization for tracking and promotion.

 

JOB DETAILS:

· Resolve problems/issues to the customer's satisfaction using the information and tools available.

· Direct customers in the return of products for calibration/service.

· Answer telephone, fax, mail and email inquiries and will either handle the inquiries or direct them to the appropriate individual. 

· Quote price and delivery information to customers.

· Perform order entry functions for customer support orders.

· Receive returns for service/credit and handle appropriately.

· Prepare paperwork for shipping of customer support orders.

· Assist the department manager in prioritizing and scheduling the workload.

· Assist the department manager in the reconciliation and maintenance of Service inventories.

· Assist the department manager in the administrative functions, as required, in support of the department.

· Track and coordinate inventory replacements to domestic and international field offices.

· Engage in special projects as required. Examples include: initiating an automatic recall letter process; testing new database functionality.

 

JOB REQUIREMENTS:

· Ability to work through problems and issues and resolve them to the customer's satisfaction using the information and tools available.

· Professional and pleasant manner when dealing with customers and be able to understand what the customer's expectations are.

· Able to communicate effectively, both verbally and in writing.

· Ability to handle a multi tasked workload and coordinate internally with other departments.

· Minimum of 3 years experience in direct customer interface.

· Minimum of 3 years experience with order entry systems and/or PC based systems.

· Experience with Oracle and/or Lotus Notes a plus.

 

If you are interested in applying for this position or would like to refer someone, please contact Juliana Silva, Human Resources. You may email resumes to juliana_silva@mksinst.com or fax resumes to 408-750-2903.

 

Req # CIT8-094