Customer Support Representative; Temporary

Position: Customer Support Representative (Temporary)
Location: California

* Process the sale by entering the appropriate information into SAP and interface with the departments outlined in contact section
* As required, complete and dispatch NCRs for non-conforming parts received by customers and RMAs to authorize returns, generating credits when needed
* Track, daily, weekly, monthly open orders, backorders,
* Provide alternative part numbers/solution or escalation if needed
* Work with your customers to communicate on the value and advantage of providing forecasted orders and proactively manage customer order priority through discussion/negotiation
* Ensure all information flows to the appropriate internal department and ensure paperwork, quotes; purchase and sales orders etc. are duly filled and archived
* Responsible for keeping databases used in the Customer Support Office up to date. The accuracy of your data entry is paramount as other departments rely on the information stored in these systems
* Customer communication is paramount, a large portion of time will be spent updating, phoning organizing and assessing with your customers
* As the key point of contact for their group of customers, you are to raise complaints and issues to be addressed at the management level to improve customer support.
* The CSR is responsible to track the complaint, communicate the progress and ultimately the closing to the customer
* If the resolution is not satisfactory the CSR is responsible to escalate and manage further actions as needed
* You are responsible to report on any sales opportunities, customer information or personnel changes as information is learned, to be maintained and recorded in your customer account files
* Experience using and ERP/MRP system an asset (SAP)
* CRM (Salesforce) experience an asset
* Previous customer support/account management experience is required
* Intermediate computer skills
* Working knowledge of fax, scanners, and printers required
* Ability to multi-task and set priorities
* Ability to interface with other departments/colleagues to identify solutions
* Effective professional communication skills
* Accuracy in data entry and paperwork
* Strong problem solving ability
* Willingness to learn/develop new skills
* Excellent organizational and time management skills
* Exceptional attention to detail
* Ability to work independently under general supervision
* Excellent ability to adapt to new situations
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