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Customer Support Administrator

EV Group, Inc.
Tempe, AZ
  • Posted: over a month ago
  • Full-Time
Job Description

Job Title:          Customer Support Administrator 

Reports to:       Customer Support Administration Supervisor – North America

Grade:              A

Classification: Non-Exempt

 

Summary:

Responsible for coordinating all day-to-day Customer Support Administrative activities.  This position will schedule service and installation visits, coordinate incoming customer or field service calls and provide quotations for onsite service and spare parts.  The position will report on service activities and costs, invoice, maintain and assign project numbers utilizing SAP, review time cards and expense reports.

 

Essential Duties and Responsibilities:
 
To perform this job successfully, individual must be able to perform each of the primary duties satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required: 

  1. Coordinates all customer support functions utilizing SAP system.
  2. Primary point of contact for incoming customer calls, excluding technical support calls.           
  3. Creates quotes and invoices, including collections for spare parts and service invoices.
  4. Collects, reviews and reports on FSE time sheets, utilization and expense reports, obtains approval and forwards to Accounting Department for payment.
  5. Attends all Customer Support resource, operation and project meetings and records minutes.
  6. Assists in developing domestic service revenues by analyzing requirements and direct contact with customer via phone and email regarding the company’s service contract options. 
  7. Manages the FSE warehouse inventory by sending out weekly reports and following up with FSEs and customers on the status of parts or POs. 
  8. Inputs opportunities into CRM database.
  9. Creates and maintains all project numbers.
  10. Coordinates travel for Customer Support personnel.
  11. Other duties, as assigned.

 

Additional Duties and Responsibilities:

  1. Assists with answering phones.
  2. Assists Director of Customer Support in arranging service calls.
  3. General office assistance during special events, both internal and external (set up, ordering, clean up).
  4. Provides back-up support for the Warehouse regarding spares orders and shipping during emergency and/or periods of vacation.
  5. Participates in functional working teams with colleagues in AZ and HQ developing and implementing Continuous Improvement Projects (CIP) for the Global Customer Service organization.

 

Qualifications / Education / Skills and Experience:

  1. This position requires an Associate’s Degree or Bachelor’s Degree in a business field or a minimum of two (2) years of experience with demonstrated ability to perform the responsibilities above.
  2. Must be computer literate with excellent working knowledge of MS Office software, including Excel, PowerPoint, Word, Project and SAP software.
  3. Excellent written and oral communication skills.
  4. Must be able to work well with others and consistently demonstrate leadership and teambuilding capabilities.
  5. Highly organized with the ability to work under pressure with minimal supervision.

 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  This position requires sitting for extended periods of time.  Occasionally requires standing, squatting, reaching and bending.   Requires the ability to receive information through oral communication both in-person and on the phone.  Manual dexterity is needed for using the computer keyboard.  Occasional lifting up to 25 pounds.  Must have adequate vision to operate computer and complete paperwork. 

 

Work Environment:

This job operates in a professional office environment.  The role routinely uses standard office equipment such as an assigned workstation, computer, phone, copier and file cabinet. 

This job description in no way states or implies that these are the only duties to be performed by the employee in this position.   Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. 

 

This job description in no way states or implies that these are the only duties to be performed by the employee in this position.   Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. 

EV Group, Inc.

Address

Tempe, AZ
85284 USA

Industry

Business

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