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  • Technical Customer Service Specialist

    Express Employment Professionals
    Job Description
    Technical Customer Service Specialist

    Overview of Position: Perform a wide variety of duties to process sales orders into the company Business System. Provide product and sales information, order status, availability and pricing to Distributors and customers. Also provide assistance to select proper part/product for their specific repair/ application, to include researching parts manuals and engineering drawings.

    Description of Duties/Responsibilities:
    • Train distributors on the use of the company iCustomer (e-Commerce) program for distributors to use to enter orders into company Business system. Where necessary, assist Distributors with the program.
    • Assist distributors with identification and selection of necessary parts needed to repair company equipment by reviewing field pictures, researching product manuals, and engineering drawings.
    • Perform Level 1 troubleshooting via phone with distributor’s service technicians, to determine cause and location of failure by using electrical schematics and engineering drawings.
    • Assist and train the distributors to use our company Product Surveys including the use of the iPad Product Survey app. Review the surveys with Technical Support and/or Engineering to determine the best product(s) for end user’s application.
    • Review incoming orders to ensure order is complete with information needed to ship the order accurately for the customer. Contact Distributor for clarification of missing information. Resolve any problems with the orders to assure order is processed within established guidelines of discounting, terms and conditions of sale, etc.
    • Provide general product and sales information to distributors to assist in the sales process. Inform Distributors of current company promotions, our product offering and new or upgraded products.
    • Answer distributor’s inquiries regarding pricing, availability and order status. Perform shipping tracers and provide tracking information to our Distributors.
    • Accurately enter (non-E-Commerce) sales orders into the Business System. Responsible for the maintenance and invoicing of all sales orders.
    • With the Purchasing team, provide planned ship dates to distributors for non-stock items. Advise distributors of delays or changes in shipping dates as required. Expedite, where required, to meet customer expectations.
    • Coordinate all Returned Product Authorization’s (RPA’s) including follow up and disposition of product to distributors. Obtain Manager’s approval of RPA. Process corresponding Credit Memos where necessary.
    • Coordinate the processing of Warranty Claims received
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