Performs a variety of duties, including order verification and order entry. Be a customer liaison, responsible for promoting and maintaining positive customer relations. Responds to customer inquires, regarding order and repair status; as well as, price and delivery inquiries. May interact with other departments to ensure delivery schedule. Examine warranty claims, handles customer returns and exchanges. This position requires the ability to follow company policies and procedures. Excellent written and verbal skills are essential.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Along with those identified below, other duties may be assigned.
Enter orders into ERP system with 24 hours of receipt of order with high accuracy levels.
Provide quotations on standard and non-standard products utilizing tools or procedures. Offer complementary products where appropriate.
Proactively provide customer support to key accounts within defined territory. Act as the customer advocate within the Thomson organization.
Review and validate customer requests for credits/debits.
Receive incoming calls with the goal of immediate resolution or re-direct call to appropriate associate to support service standards of 95%+ accessibility and first call resolution
Promote/train distributors and customers in the use of self service tools.
Issue RMA's (Return Material Authorizations), interpret and quote repair policies and procedures. Follow-up and obtain approvals where needed.
Work with Operations to expedite deliveries as required by customer.
Maintain customer records in accordance with Thomson policy to include orders, credits and other customer facing documents.
Promptly address customer issues or complaints with the assistance and or input of other internal associates.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to lead by example, setting high standards for effective communications both internally and externally.
Basic computer skills including Microsoft Office Products (Excel, Word, Power Point & Outlook). Previous experience with an ERP system preferred (Oracle & SAP).
Demonstrated ability to learn quickly with a willingness to obtain functional knowledge and understanding of company products, policies and procedures.
Excellent oral & written communication skills.
Superior telephone etiquette.
Ability to understand and respond to customers in a dynamic, fast-paced environment.
Demonstrated ability to work independently and in a team environment to improve the service levels to customers.
Strong organizational skills.
Ability to work well in stressful situations and to remain calm and positive in adverse situations.
Ability to manage multiple tasks with frequent interruptions.
Ability to prioritize tasks while meeting deadlines for completion.
EDUCATION and/or EXPERIENCE
5 years Customer Service related experience preferred.
2 year degree in related field preferred.
SCOPE AND IMPACT OF POSITION RESPONSIBILITIES:
This position has a significant impact on every dimension of the business. The level of customer service to external, as well as internal customers affects the overall image of Fortive and Thomson Linear. Exceptional performance will positively impact quality, delivery, and cost; as well as, help foster customer growth.
Internal: Regional Sales Managers, Field Account Managers, Sales Administration Team, Sales Engineering Team, Technical Support Team, Customer Service Management Team, Buyer/Planners, Shipping, Product Line Managers..
External: Distribution, Direct Customers
EEO Statement: The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at:
Individuals who need a reasonable accommodation because of a disability for any part of the employment process will have the opportunity to request accommodation during the application process.
Altra Holdings, Inc.