What are the responsibilities and job description for the Senior Customer Service Representative position at Spectralink?
Description
Senior Customer Service Coordinator
Who Is Spectralink?
Headquartered in beautiful Louisville, Colorado with offices in the U.K. and Denmark, Spectralink is a global company with a common vision and mission to empower excellence by enabling mobile work forces worldwide. We are a small company that takes pride in being a giant in our industry.
Spectralink provides cloud-connected, best-in-class Wi-Fi smart phones that enable excellence by empowering mobile workers like nurses, manufacturing workers and retail sales associates to do their job better than ever. As the global leader in purpose-built wireless communications, we've deployed over 3 million devices to customers around the world. Our dedication to listening and understanding the needs of the customer is the core of our business while our people, commitment to innovation and passion are the foundation of our success.
Want to know the best thing about working for our company? The people. Working at Spectralink means joining a team of dedicated, hard-working and passionate innovators. It means collaboration and communication among industry experts with the utmost integrity and vigilance. With under 200 employees worldwide, everyone has the same opportunity to make powerful contributions every day. If you possess the skills and qualifications listed below and are eager for a great opportunity, we would like to hear from you.
Summary of Responsibilities : Spectralink is looking for a high-energy, detail-oriented, engaging addition to our maintenance and repair (RMA) operations team. This individual will coordinate the day-to-day activities of our near-shore customer service team, customer communications, and escalations. If you like working with a wide variety of people and solving problems in a fast-paced environment, we want to hear from you.
Essential Duties and Responsibilities
- Coordinate and supervise daily operations of the near-shore Customer Support Team. Determine and maintain best practices for North America and Rest-of-World support operations. Monitor performance of customer support team, reinforce training, identify and propose opportunities for improving process, efficiency, and performance.
- Resolve customer escalations and order exceptions, escalating to management as appropriate.
- Liaise with other users of the Customer Support Team (Order Management and Tech Support) to coordinate messaging and balance needs across the extended organization.
- Manage billing and invoicing aspects of RMA Operations. Serve as point of contact with Accounts Receivable for billing issues and processes. Process orders for invoicing. Research, troubleshoot, and remedy or facilitate remedy for billing issues. Maintain various systems, tables, and business rules that pertain to billing and pricing.
- Maintain item listing, pricing and substitution tables for RMA Operations.
- Manage communications to / from Spectralink and RMA customers with respect to RMA orders and issues.
- Coordinate with inventory and warehousing operations to meet customer service levels.
- Serve as subject matter expert to support the development of new cross-functional processes and systems, and to remedy systems issues.
- Identify, propose, and implement process improvements that fall within the domain of RMA customer support.
- Facilitate and project manage various initiatives as directed by management.
- Provide regular reports to management.
- Provide ad hoc reporting and analysis support
- Audit maintenance agreements for proper entitlement
Minimum (must have) Requirements
Desired (nice to have) Requirements
What We Offer
At Spectralink you'll have an opportunity to work in an established, profitable company on well-respected and globally distributed products. We have an incredibly dedicated and passionate team with supportive and involved executive leadership as well as a renewed focus to continue dominating our industry.
Here are some other benefits that we offer :
Physical Requirements
In Conclusion
When you look us up, you'll find that we have been around for a while and have had quite an amazing ride. From an IPO to an acquisition, and now coming full circle with the tremendous opportunity to be back on our own, we are excited about what our future holds for us here at Spectralink.
Join us and be part of this next great chapter!
Comp range : $60,000 - $75,000
Salary : $60,000 - $75,000