Customer Service Representative

Contract to hire

For consideration, please send resume to: vicky@aspen-search.us

Pay:  $23/hour

Location:  Rochester Hills, MI

Hours:  Monday – Friday 8am-5pm

OVERVIEW

The Customer Service Representative will facilitate a simple and effective exchange between the customer and customer service representative for the purchase of after-market (spare or replacement) parts. The position requires responding to customer requests for technical information, price, delivery and the order of spare or replacement parts.  This is a contract to hire role with opportunity for advancement!

ESSENTIAL FUNCTIONS

• Perform daily order management functions including:
• Determination of customer need
• Definition of specific part(s) requirements/number
• Check/confirmation of part(s) availability/delivery
• Part(s) quoting/pricing
• Order confirmation, order entry, data input
• Order follow-up/delivery validation/invoicing
• Return/warranty claim processing
• PC and server simulation software order processing, registration and troubleshooting.
• Credits
• Positive interaction w/customers to best meet practical and emotional needs.
• Ability to follow call structure and remain available to the Call Center needs.
• High degree of customer sensitivity
• Effective at receiving/giving critical information
• Courteous and professional phone demeanor
• Responsive to call-back requirements
• Interact with other departments including Finance, Purchasing, Inventory Planning, Logistics, Sales, Tech Support, Training, Service, etc. to ensure customer expectations are achieved 100% of the time.
  • Gather technical information to help customer define specific part/number requirements.
  • Use of technical parts manuals
  • Provide Sales Order status
  • Create and process Return Authorizations
  • Maintain strong knowledge & keep up-to-date on FAC product lines to provide telephone, email and chat troubleshooting support that requires:
  • Familiarity with technical manuals
  • Reliable, consistent attendance required.

MINIMUM REQUIREMENTS

SKILLS/KNOWLEDGE

• Microsoft Office Products (Word, Excel, PowerPoint, Office)
• Oracle ERP system (preferred but not mandatory)
• Excellent phone conversation and caller management skills.
• Well-developed technical writing skills.
• Well-developed technical communication skills.
• Courteous, helpful and professional demeanor.
• Manages many tasks simultaneously, well organized.
• Handles potentially frustrating situations with customers positively.
• Ability to read technical manuals and engineering drawings helpful.
• Efficient at using computerized business systems, including Oracle, MS-Office, etc.
• Works effectively and cooperates with other employees or representatives.

EXPERIENCE/EDUCATION

• Minimum of Associate Degree in business or related field, or equivalent related work experience.
• Minimum of one year customer service or technical work experience.