What are the responsibilities and job description for the Customer Service Representative I position at Radio Engineering Industries?
Description
Radio Engineering Industries, Inc. (REI) is a family-owned industry leader in designing, engineering, and manufacturing transportation electronics for more than 200 vehicle manufacturers. We provide our customers with integrated, customized solutions that include innovative software and hardware products. At REI, we value health and financial well-being along with nice-to-have extras to support a better work / life balance while being part of a growing, innovative, and stable organization. Additionally, at REI, we pride ourselves in having a comfortable and casual setting so our employees can successfully engage with our customers (internally and externally).
Position Summary
We are seeking a highly organized and detail orientated Customer Service Representative to join our team. The ideal candidate will deliver superb service and solutions to our customers by quickly and efficiently resolving issues while ensuring a positive experience. This position is a unique and well-rounded role as it is not your typical call center position. This individual will not only work within the customer service department but will also assist within our shipping operations as well as other areas of the business as needed.
- Respond promptly to customer inquiries via phone and email.
- Identify and evaluate customer's needs, creating cases, issuing return authorizations, and routing customers to appropriate departments as needed.
- Provide ongoing follow-up to customers to ensure issues are resolved.
- Organize and prioritize workload to meet department and customer demands promptly, accurately, and efficiently.
- Obtain payments and record sales orders for non-warranty repairs.
- Communicate with customers and internal departments regarding product returns, shipping replacement or repaired product, and repairs.
- Accepts returned products needing repair while exchanging and shipping updated products to customer.
- Maintaining documentation by updating customer records which include account / contact information, warranty, and asset records.
- Light warehouse duties including labeling, packaging, and maintaining the parts inventory system.
- Helps maintain the department's knowledge base.
- Other duties as necessary.
Knowledge & Skills
Qualifications
