What are the responsibilities and job description for the Admin / Clerical - Customer Service Representative position at Equiliem?
Job Description : This position interfaces with customers, repair technicians, manufacturing and logistics personnel to coordinate customer property returns for paid repair or warranty for processing and shipment back to them.
Basic Function : Customer Service encompasses the administration of customer service programs and can include technically trained individuals working directly with customers. It also consists of the development and implementation of proactive programs responsive to customer requirements and includes the co-ordination of investigations of complaints and assisting to achieve equitable solutions.
Under general guidance of supervisor , perform various duties requiring the exercise of judgment and application of established practices. Pursue initiatives to improve effectiveness of the group and increase customer satisfaction.
Typical duties / responsibilities may include, but are not limited to, the following :
Manage repairs from customer / channel request through delivery for Bartlesville (and possibly Warminster, PA location)
Request and enter required information per written process to execute repair
Manage repair priority with repair techs as appropriate to meet schedule and KPIs
Lead problem resolution activities- capacity and material constraints, customer issues, urgent repair turnaround
Complete repair orders (Service Orders, Sales Orders, Service Notifications) per process, ensuring invoices are correct and sent to customer
Support activities that meet the KPIs (delivery, revenue, safety, quality, integrity, etc.) required to successfully manage the business
Run reports, review detailed datasets, recommend process changes that lead to improved KPI delivery
Participate and / or lead improvement activities deemed appropriate to meet / exceed service goals
Support other roles or tasks as requested by man
Qualifications : Bachelor's Degree and 2 to 5 years of experience; alternatively, a special combination of education and experience and / or demonstrated accomplishments.
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