Posting ID : A1068453978
Date Posted : 2015-08-18
Category : Customer Service
PDS Tech is seeking a Customer Service Specialist for an open position in Olathe, KS.
Administer customer repair orders and contracts by utilizing tools and technology to quote, receive, enter, and execute customer orders quickly and efficiently. Analyze orders to ensure accuracy and consistency per customer requirements and contract flowdown.
Manage order flow from booking to delivery and provide periodic updates to customers and internal sales and program leaders when changes occur. Work closely with Supervisors, Site Coordinators, Schedulers, Forecasters, and Finance to ensure accurate and timely information is obtained and shared.
Address complex issues where a limited amount of data analysis is required. Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results. Help identify areas and opportunities for process improvement and/or cycle time reduction as well as contribute to the implementation of improvements.
Make timely changes to existing customer accounts. Specific information such as notes, tagging, drop ship information, and billing addresses are routinely changed.
Address incidents of customer dissatisfaction and assist with timely resolution. This includes utilizing escalation paths if necessary and keeping the customer informed.
Provide assistance in resolving customer invoice disputes of products and services. This involves communication with other functional areas. In addition, the individual must gather the cause(s) of the dispute and take corrective action as appropriate to prevent such disputes in the future, if possible.
Work with immediate supervisor to absorb work when others are out due to illness or vacation. This includes phone coverage, responding to emails, faxes, and attending select meetings.
Attend specialized group training periods for gathering information regarding new processes, IT functions, sales and service bulletins, contract changes, and other applicable changes that routinely affect performance to a customer.
Provide assistance and training to coworkers when needed.
Use professional concepts and BendixKing Objectives to resolve issues in effective ways.
High School diploma or GED.
3 years experience in a customer service related field.
Bachelor's degree preferred.
Excellent written and verbal communication skills.
Strong organizational and problem solving skills along with the ability to work collaboratively with numerous internal functional areas at all levels.
Ability to work in a fast paced multi-tasking environment.
Evidence of proficiency in Microsoft Word, Excel, and Outlook.
Experience with SAP a plus.
Overtime may be available with this position.