Customer Service Supply & Meter Rep

Position: Customer Service Supply & Meter Rep
Department: Service
Reports To: Field Service Manager
Salary Grade: DOE
FLSA Status: Full Time / Non-Exempt / Hourly
Location: University Health (UH)

Description
The Customer Service Supply & Meter Representative (CSSMR) provides prompt, quality customer service to qualifying Documation customers who hold a current service and supply agreement and meet the minimum criteria for CSSMR support. In addition is involves on-site customer visits to obtain monthly, quarterly, and annual meter readings. CSSMR support includes direct toner replenishment and pick-up service. The CSSMR is responsible for handling all scheduling, routing, and logistical challenges to ensure timely delivery to our external UH customers. The CSSMR works autonomously to ensure selected UH customers are fully supported in respect to their printing and production needs.

Responsibilities

• Guarantee satisfaction and value for our customers
• Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth
• Maintaining contact with customers via phone and/or email to acquire monthly meter readings from all UH required equipment.
• Working with service in maintaining and assessing equipment locations
• Providing meter printouts to San Antonio meter collection team and Field Service Manager
• Maintain personal productivity and quality standards that contribute to attractive financial returns relative to toner consumption, while continuing to provide excellent service to our customers
• Process customer orders in a courteous, efficient, and timely manner
• Organize workflow to meet deadlines, utilizing effective scheduling techniques such as Outlook calendar to ensure customer fulfillment requirements are met
• Effectively present and discuss consumption concerns relative to product utilization while fulfilling the customer’s needs
• Maximize equipment uptime through timely response and efficient replenishment with selective customer training to ensure high levels of customer satisfaction
• Manage the utilization of assets and resources to achieve targeted financial results and create superior value for Documation and our customers
• Analyze customer needs, recognize business opportunities, and influence sales volume
• Communicate and interact with customers, field service, sales, management, and administration in a courteous, positive, and professional manner
• Ensure that all returns are matched with an empty cartridge and matching EID#
• Complete all administrative aspects of the job on time and error-free, including maintaining an organized account ledger of all current day activities to be processed by end-of-day for inventory relief
• Perform all other activities that support Documation and our service organization
• Maintain an efficient and organized process relative to inventory receiving and restocking processes
• Sort returns and empties in an organized fashion to ensure proper recycling controls are met as required by management
• Ensure that packing and shipping receipts are matched and processed accordingly through logistics
• Pre-position bulk upgrades in advance of installation: pick up stock supplies and set-up new stock supplies

Experience & Required Skills

• Technical knowledge/skills
• Problem identification and analysis
• Attention to detail
• Customer service orientation
• Business skills
• Verbal and written communication
• Planning and organizing (work management)
• Teamwork (cooperation)
• Work standards (concern for quality)
• Follow-up

Education & Certification

• Minimum: High School Diploma or GED
• Preferably Copier-Printer Industry Experience

Physical Requirements

• Ability to travel to multiple customer sites in the same day
• Ability to stand/walk 75% of the day
• Manual dexterity to use hands and fingers to handle, control computer and telephone keyboard
• Visual acuity to read printed and electronic documents
• Ability to regularly speak clearly so listeners can understand
• Ability to understand the speech of others
• Ability to lift 50 lbs.
• Ability to pull, lift, reach, and transport parts and boxes.

Special Requirements

• Must have a reliable form of transportation and pass an MVR and drug screening

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice to meet the needs of the organization.