Customer Service Representative

Position Overview:

Schedule: Full Time; Onsite

The Customer Service Representative utilizes a customer relationship application to record activities, research product information, and contribute to maintaining a high level of customer satisfaction.

What You’ll Do:

• Enter orders, including Return Merchandise Authorizations (RMA), into SAP.
• Respond to order email inquiries and send order confirmations to customers.
• Communicate with production regarding ship dates and update/revise orders accordingly.
• Answer phone calls, return calls promptly, and provide timely and accurate information to customers.
• Answer emails from customers promptly and provide timely and accurate information.
• Use effective communication skills to address customer inquiries via email, telephone, or chat.
• Create, file, and scan customer documents as needed into the financial system.
• Generate delivery and packing slips, tracking information, order confirmations, and commercial invoices.
• Export ACE for international shipments online to obtain ITN for exporting.
• File lost and damage claims for international shipments.
• Create proforma commercial invoices for international transactions.
• Resolve complex or unusual customer requests, providing customized solutions as needed.
• Analyze customer service needs and refer to other service or technical departments for follow-up or additional information.
• Stay informed about the company's products, features, and updates to provide accurate and up-to-date information to customers.
• Actively seek customer feedback on products, services, and overall satisfaction, and relay this information to relevant departments for continuous improvement.
• Assist in the training of new customer service team members, sharing knowledge and best practices to ensure consistency in service delivery.
• Implement strategies to enhance customer retention, such as loyalty programs or special promotions, in collaboration with the marketing and sales teams.
• Perform other related duties as assigned.

What's in it for You:

• Medical, Dental, Vision Benefits
• Competitive Base Compensation
• Accrued PTO Plan
• Career advancement opportunities in an expanding company

What You’ll Need:

• Strong customer service orientation with the ability to address customer inquiries effectively and provide resolutions.
• Excellent communication skills for clear and concise interaction with customers and internal teams.
• Proficient in order entry and coordination, with experience using SAP and CRM systems.
• Ability to analyze customer needs and resolve issues in a timely and efficient manner.
• International Shipping Knowledge: familiarity with export procedures, including ACE filing for international shipments.
• Detail-oriented with strong organizational and record-keeping abilities.
• High school diploma or equivalent.
• 3-5 years of related experience in customer service or order management.

With a diverse portfolio of clients including electronic, appliance, and automotive manufacturers, calibration and test labs, R&D departments, medical, aerospace, military, and lighting industries, Vitrek consistently provides the best equipment and top-notch support to meet their test, measurement, and high-speed data acquisition equipment needs.

Pay Range: USD $25.00 - USD $30.00 /Hr.