What are the responsibilities and job description for the Customer Account Specialist-Merchant Services Department position at DRB?

DRB (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry.

WHAT WE DO: enabling the future of vehicle care – wherever the road takes you.
WHY WE DO IT: To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence.

**This position's schedule is Monday-Friday 8:30am-5pm EST

JOB PURPOSE: The Customer Account Specialist is responsible for receiving and maintaining merchant information to ensure proper routing of credit card funds for customers. The Customer Account Specialist will work directly with customers to coordinate obtaining the merchant information in alignment with the implementation/project timeline.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each of these essential functions at a satisfactorily level. Other essential and non-essential functions may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Serve as primary customer contact for set-up and loading of merchant information to payment kiosk hardware.
Configure payment kiosk modems.
Manage and communicate modems ship dates to key stakeholders.
Contact Distributors to ensure customers receive merchant set-up information for credit card option.
Build and test parameter files for multiple platforms for credit card processors to ensure compatibility of Unitec software.
Collaborate with Service, Engineering, Marketing, Sales and Production Departments to resolve technical issues.
Maintain 100% accuracy of all merchant information without loss of funds.
Provide backup support to order entry area as needed.

Manage inbound and outbound calls for orders and RMAs, ensuring high customer satisfaction.
Monitors and maintains the open call queue for DRB In-Bay Merchant Services.
Provide product and component information, recommending appropriate parts as needed.
Ensure accuracy in order processing, shipment, and RMA handling.
Create and update order documentation in Salesforce, logging customer feedback and resolutions.
Provide order support across departments, such as Accounting, Sales, Development, and Operations.
Resolves complex customer service issues and escalates when necessary.
Communicate with Supervisor and/or Operations Management on significant issues from customers and employees.
Maintain awareness of company policies and service standards, communicating them to both internal and external customers when needed.
Engage in initiatives to improve order accuracy, decrease incoming calls, and enhance customer satisfaction.
Performs other duties as assigned by Management.

SUPERVISORY RESPONSIBILITIES: This role has no supervisory responsibilities.

The position works under general direction of the AfterMarket Sales Supervisor and Director of Support Services, exercising discretion and independent judgment with respect to matters of significance in the department.

MINIMUM REQUIREMENTS: High School Graduate or equivalent.

Skill Sets:

Proficient in MS Office (Outlook, Excel, Word, Power Point) with 2 years of experience.
Working cooperatively in partnership with others to help a team or work group achieve its goals, showing strong team collaboration skills.
Ability to work independently with professionalism and integrity.
Minimum 2 years’ experience in customer service.
Customer Service focused, detailed orientated with an ability to multi-task.
Experience providing customer support in a service or product sales environment. Previous experience in parts ordering is a plus, as is prior work with technical product or services.
Ability to take initiative and self-manage. Stress tolerance with the ability to handle conflict and confront challenging issues in a fast-paced environment.

Time Management - Managing one's own time and the time of others.
Ability to work in a team environment and display professionalism at all times.

Physical Requirement/Working conditions:

While performing the duties of this job, the individual must be able to remain in a stationary position for 90 percent of the time. The individual needs to occasionally move about inside the office. They constantly operate a computer and other office productivity machinery, such as a copy machine, fax machine, and computer printer. They must be able to exchange accurate information with customers, employees while interacting. The employee must regularly lift and /or move up to 15 pounds, occasionally lift and/or move up to 25 pounds.

The individual is occasionally exposed to wet and/or humid conditions; moving mechanical parts; fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually low to moderate. The individual frequently works in a controlled climate.

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com.

The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as “Vontier Company”.

Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail vnttalentacquisition@vontier.com.

Equal Opportunity Employer

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