POSITION SUMMARY

The Customer Support Representative (CSR) is the initial point of contact for inbound customer needs. Interacting daily with customers via phone, email, and web, the CSR acts as a representative of the customer to the company and use all available resources in order to provide accurate and prompt resolutions to customer issues and an overall positive customer experience.

RESPONSIBILITIES

• Takes responsibility for fully supporting customer from quote to invoice process.
• Coordinates frequently with local and remote Field Sales, Product Marketing, Global Support, Accounting, Engineering, or Operations staff in order to navigate the path to resolution of customer issues and enable a positive customer experience.
• Uses SAP and/or Oracle to provide and update delivery schedules and reporting status to the customer.
• Responsible for invoicing and keeping accurate records.
• Uses independent judgment in prioritizing and expediting units and examining warranty claims to produce better quality and speedy turnaround of customer requests.
• Sales Order Entry – Power, Spare Parts, & SFDC: Order Entry process (SAP) and (ORACLE)
• Service Order Administration – Power & SFDC: Service process (SAP).
• Routine reporting functions: sales open order report, RMA backlog, service reports, and revenue reports.
• Maintains constant communications with customer and is responsive to both internal and external customer needs.
• Executes proper processes for DEMO/EVAL units. This includes record, ship, return, and report on these units.
• Clerical tasks as assigned such as filing tax forms and customer purchase orders on SharePoint site and pulling data for audit purposes.
• Receives and completes requests from customers to ensure customer satisfaction.
• Works with efficiency and effectiveness to handle multiple, time sensitive tasks and meet expectations on metrics.
• Works closely with Export Compliance Department on foreign trade transactions to ensure compliance with government exporting regulations.
• Works as a member of the team by assisting and supporting each member.
• Accomplishes daily tasks reliably and accurately.
• Strives for improved functional proficiency. Identifies improvement opportunities within the group and works to remedy them.
• Occasional travel for training or customer meetings. Travel expectation approximately 10%.
• Other duties and projects are assigned as needed.

REQUIREMENTS

• Degree in Business Administration or equivalent
• 3+ years experience in a customer-centric, time-sensitive environment
• Demonstrates proficiency in all procedures and processes and completes tasks in an accurate and timely manner
• Demonstrates capabilities for being assigned higher levels of customer critical activities and additional responsibilities (e.g. customer visits, participation in QBR meetings, leading projects, assistance with special customs requirements, etc.)
• The ability to manage complex customer situations and issues independently.
• Previous experience with customer interface including order entry processes, delivery commitments and follow-on communications preferred.
• Experience with CRM and or business operating systems such as SAP, Salesforce.com or Model N preferred.
• Some technical education or experience in the electronics field preferred.
• Ability to communicate in English and Mandarin verbally and in writing in an effective, positive, and professional manner with internal and external customers.
• Ability to comprehend, relate, and follow technical product and complex functional/process specifications.
• Effective organizational skills and strong attention to detail.
• Ability to manage and follow-up on competing priorities, conflicts and problems in a demanding, time-sensitive, customer-centric environment.
• Strong computer skills in Microsoft Office (Word, Excel, Outlook), data management, business systems and planning software (SAP preferred).
• Must bring a positive and professional attitude with the ability to manage conflicts.
• Possess a drive to learn more, increase productivity, and provide excellent customer experiences.
• Must have time management skills to work effectively in an organized fashion and provide internal and external customers with prompt follow up.