The Customer Service Coordinator is responsible for providing Doble customers with world-class customer care. The customer care coordinator reports to the Global Customer Care Manager and provides professional, first level customer support to customers and clients via telephone, web portal and email. As the voice of the customer, the customer care coordinator will work directly with customers and other Doble support teams to develop and provide solutions, while maintaining a continuous positive customer experience.
**Please note: this position is presently located in Watertown, MA but will be relocating to Marlborough, MA in the fall of 2019. All applicants must have reliable transportation to both locations. The Marlborough office will not be accessible via public transit. **
ESSENTIAL JOB FUNCTIONS:
Provide Level 1 customer support in a global call center environment (via web portal, telephone and email) to customers, distributors, sales representatives, and Doble service engineers who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software applications on diagnostic equipment used in the electric power industry.
Be an advocate for the customer (internal and external). Be the Voice of the Customer.
Initial point of contact for customer requests for information, orders and case entry for all product offerings.
Generate spare part/short term rental/repair &service quotes, process part/short term rental/service orders and generating all necessary shipping paperwork for both international and domestic shipments including background checks and customs paperwork.
Responsible for all aspects of order entry related to domestic & international orders and delivery. Including processing credit card transactions.
Prepare order paperwork to facilitate order booking, shipment, invoicing for parts, repairs and services. • Ensure escalation process is followed appropriately by customers, clients and distributors.
Issue and manage product and part return authorization numbers (RMA’s) to customers and clients.
Expedite the return of overdue material from customers/clients.
Coordinate, review, follow up and expedite as required customer purchase orders and shipment of customer orders to ensure on-time delivery.
Assist with the development of customer service support policies, procedures and practices.
Proficient computer skills and ability to use MS Office Suite at a basic to intermediate level.
Generate monthly efficiency and utilization data for management reporting.
Maintain an intermediate knowledge level of all products, parts and service offerings as it pertains to customer care.
Ability to meet critical deadlines while managing multiple priorities across the team.
From time to time may be require to work non-standard shifts and/or provide on-call coverage during non-standard Doble business hours.
Other tasks and duties as assigned.
Requires 3 to 5 years of direct customer interface/customer service/call center or equivalent related experience.
Experience with ERP and CRM systems with a particular focus on order and case entry and administration.
OTHER HELPFUL EDUCATION OR EXPERIENCE:
Experience in a global customer support and cross cultural customers a plus.
Experience with cross border business transactions, customs documentation, domestic and international shipping compliance procedures and requirements
Experience working with electric power utilities a plus.
Hands on experience with ERP, CRM, Order Administration and Case Management applications. (Knowledge of NAV is a plus)
3 to 5 years direct experience with cross border business transactions, customs documentation, domestic and international shipping compliance procedures and requirements.
KNOWLEDGE, SKILLS and ABILITIES
Must be focused, have strong customer service skills and be an advocate for the customer.
Must thrive in a deadline-driven, fast-paced team environment.
Capable of multitasking between multiple projects and departments.
Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management.
Requires the ability to mathematically differentiate/calculate general mathematics.
Requires strong computer & phone skills and an intermediate level of experience in a customer technical support role.
Must have the ability to work through routine and relatively complex issues in a timely manner.
Ability to organize and prioritize tasks resulting in consistent productivity.
A self-starter able to work independently or as part of a team and comfortable interfacing with both upstream and down stream customers.
Proven ability to lead, mentor and train less senior team members.
Must have excellent written and oral communications skills and high degree of accuracy and attention to detail.
Must be fluent in the English language. Abilities to read and write in other languages is a plus.
While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use fax machines, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Must be capable of lifting 30 pounds.
We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.
The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with our without reasonable accommodation, can perform the “essential functions” of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.