Required Education, Knowledge, Skills and Experience:
Flexible and open to change and new ideas. Nevertheless, detail oriented with very good communication skills and strong customer service focus.
Excellent working knowledge of MS Office 2016 or newer, especially Outlook, Word, Excel and PowerPoint, and a strong interest in the use of current service experience-/ delivery/- and social media tools is must.
Candidates that have experience in customer service, import/ export logistics, RMA processing or aftermarket sales have a strong plus.The position requires an effective communicator that has the ability and attention to detail to support our global customer base, as well as our internal stake holders, to ensure the best customer experience delivery possible.
This role helps in teamwork to process the entire spectrum of aftersales requests such as Support Calls, Installation-/ Field Service- Requests, Maintenance Agreements, Spare Part Orders, etc., by effectively utilizing EDAX's various systems like ERP (Microsoft Navision), CRM (Salesforce/ M-ize) and other process tools.
Specific Duties and Responsibilities:
Facilitate internal/ external customer requests, communicate and direct them to the appropriate resource.
Document all actions and communication diligently in the CRM system
Prepare quotes in teamwork for aftersales products such as Repair Services, Spare Parts, Service Maintenance Agreements and follow-up on them with our customers and team members as required.
In teamwork with our finance department audit and process resulting purchase orders in our financial system and ensure compliance with our company standards.
Create and forward work orders to the respective teams for execution.
Prepare shipping documents for domestic and international shipments.
Help the Inhouse Support, Aftermarket Sales and Field Service Team in the service delivery process.
Audit the executed orders in teamwork with the respective after sales group and bring them to invoice in a timely fashion.