Job #: 4490
Pay Rate: 25.00-25.00 $/hour
Job type:
Location: Redwood City, CA
Description/Comment: Pay Rate: 26.00/hr. Remote Opportunity: Hybrid 3 days a week onsite 2 remote.
Essential Duties, Critical Success Factors, Responsibilities, Authorities and Required Interactions: The Service Customer Care Coordinator is highly focused on facilitating Americas Call Center day-to-day activities, problem-solving so that the team meets and exceeds the required level of service, performance, orders, and revenue targets. The Service Call Center acts as a front-line team to triage hardware and software, Finance, Distribution, Logistics, IT, Business Analyst, and cross-functional teams. Enjoys the challenge of handling a diverse range of customer inquiries. Thrives in a fast-paced, customer-oriented environment, where the potential to wear many different hats. This is an office position.
Process spare parts orders, quotations, and customer inquiries via fax, email, and e-commerce.
Evaluate purchase orders and scope of work and payment schedules to meet company compliance policies.
Generate daily/weekly unshipped orders reports, manage back order status and schedule shipments.
Generate lead opportunities for the Service team with accurate tracking and follow-up.
Proactively makes customers aware of product promotions.
Identify part numbers and availability for customer inquiries in partnership with the hardware/software team.
Perform entry-level service customer duties, which include the following:
Receive inbound telephone, email, and web requests.
Perform computer record searches to check warranty and contract status for instrument service needs for the customer.
Coordinated/Dispatched communications and information to field service.
Process daily work order transfers.
Perform other related duties as required and/or assigned.
Education and/or Work Experience Requirements: Prior experience in heavy Call Center and Customer Service role.
Prior experience in PowerPoint, Excel, Word, Oracle ERP, SFDC, or Service Max is preferred.
High School Diploma (or equivalent), plus no less than 2+ years of experience.
Additional Requirements and Competencies: Customer Service oriented with a high sense of urgency.
Strong phone, verbal and email communication skills along with active listening.
High attention to detail, follow-up, multi-tasking, and conflict resolution.
Works independently and as part of a team.
Shares continual responsibility to ensure calls are handled efficiently and effectively.