Customer Service Representative - Logistics

IPG Photonics is revolutionizing the laser industry as the pioneering developer and leading producer of fiber lasers and amplifiers. Headquartered in Marlborough, MA, IPG has over 6,500 employees in more than 30 locations around the world. We aspire to work together with our employees and customers to apply light in ways that improve life.

Our mission is to develop innovative laser solutions to make the world a better place. To accomplish this mission, we are committed to attracting and retaining the best talent and an engaged, diverse, and thriving workforce that drives a sustainable future for our company and society.

Working at IPG Photonics you can expect challenging projects, a motivating and friendly environment, and competitive benefits.

JOB FUNCTION

• Manage large amounts of incoming calls

• Provide accurate, valid and complete information to customers

• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

• Keep records of customer interactions, process customer accounts and file documents

• Resolve customer complaints via phone, email, mail or social media

• Answer questions about warranties or terms of sale

• Work with customer service manager to ensure proper customer service is being delivered

• Close out or open call records

• Compile reports on overall customer satisfaction

• Resolve customer complaints via phone

• Assist with process orders and timely ship product and spare parts to customer.

• Maintain accurate information in the online portal for the products

• Assist with RMA and have replacement shipped to customer.

• Handle inquiries about deliveries

• Prepare product or service reports by collecting and analyzing customer information

• Proven customer support experience

• Strong phone contact handling skills and active listening

• Familiar with CRM systems and Microsoft spreadsheet

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication and presentation skills

• Ability to multi-task, prioritize and manage time effectively

• High school diploma or equivalent; college degree preferred

This position must meet Export Control compliance requirements, therefore a "US Person" as defined by 22C.F.R. §120.15 are required. "US Person" includes US Citizen, lawful permanent resident, refugee, asylee. License exception Technology and software under restriction (TSR) defined in 15 CFR 740.6 may permit person from Country Group B. This position must meet Export Control compliance requirements, therefore a "US Person" as defined by 22C.F.R. §120.15 are required. "US Person" includes US Citizen, lawful permanent resident, refugee, asylee. License exception Technology and software under restriction (TSR) defined in 15 CFR 740.6 may permit person from Country Group B.

The following link will take you to the government site with the list of Country Group B: https://www.bis.doc.gov/index.php/documents/regulation-docs/452-supplement-no-1-to-part-740-country-groups/file

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