Customer Service and Order Support Specialist

ABOUT US:

For over 35 years, Sigcom’s emergency reporting and emergency communication systems, life safety systems, manual fire alarm pull stations, and industrial signals have protected millions of lives and thousands of buildings. We offer first-class protection and best-in-class value, engineering, and customer service and support.

DUTIES AND RESPONSIBILITIES:

· Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services

· Handle all customer communications in a friendly, professional manner in order to provide the best possible service

· Manage telephone and email requests for price quotations, purchase orders, order changes, adjustments, and cancellations from customers

· Communicate and coordinate with internal departments on behalf of customers’ needs to ensure high customer satisfaction

· Process orders, return authorizations and other requests

· Review customer purchase orders thoroughly to identify any discrepancies

· Manage field service requests from initiation through final order processing

· Manage orders on hold and escalate as required

· Respond promptly to customer inquiries, problems and complaints

· Direct requests and unresolved issues to appropriate resources

· Assist in monitoring customer accounts to proactively address potential challenges

· Recognize, document, and alert management of trends in customer calls

· Process Daily Invoices

· Deposits checks and provides copies to Gulf AR

· Processes credit card payments

· Provide out-of-office back-up for Administrative Manager

· Follows all company policies, procedures, and protocols

· Perform other duties as required

MINIMUM QUALIFICATIONS:

· High school diploma or equivalent

· Associate degree preferred

· 3-5 years of customer service experience

· Previous customer service experience working in a manufacturing environment desirable

· Ability to successfully complete the pre-employment process including a criminal background check, drug screen, and motor vehicle report (MVR) that fall with company guidelines

· The physical ability to immediately respond to emergency situations

SKILLS AND KNOWLEDGE:

· Computer literacy required; knowledge of Microsoft Dynamics 365 Business Central considered a plus

· Excellent verbal, written and listening skills supported by strong interpersonal skills and ability to work within a team structure

· Customer/Client Focus

· Performance Management

· Ability to learn and retain product specific information as it pertains to the position

· Professional demeanor, follow-through and attention to detail and accuracy

· Ability to meet challenges in a fast-paced environment

· Organized and ability to multi-task

· Position requires a positive attitude that works well under pressure, along with a high degree of professionalism

· Must possess good interpersonal skills

· Good communications skills, both written and oral

· Ability to apply concepts of basic math

· Ability to manage time between two or more projects at one time

· Ability to read and comprehend instructions and procedures

· The ability to apply knowledge and skills to achieve intended results

Job Type: Full-time

Pay: $24.00 - $29.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Application Question(s):

• Qualified applicants must be able to successfully pass a criminal background check, drug screen, and motor vehicle report in accordance with company policies. Would you be able to meet this requirement?

Experience:

• Customer Support/Service: 3 years (Required)
• Order Support: 3 years (Required)

Ability to Commute:

• Woburn, MA 01801 (Required)

Work Location: In person

Salary : $24 - $29