At FLIR, we have a simple but ambitious mission: to develop market-leading thermal and sensing technologies which enhance everyday life. From saving energy, to saving lives FLIR is making a real difference in our world.Our products are used in a wide array of situations to rescue people in danger, detect criminals, conserve energy, navigate safely, provide security around the globe, and protect our environment.
We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.
Job Summary:The Customer Service Representative will provide timely and accurate information to customers regarding return material procedures, pricing and order status while supporting a high volume of Return Material Authorization (RMA) issuance and other related administrative tasks. This is a fast paced and team based position supporting internal and external customers with the highest level of professionalism.
Duties and Responsibilities:
+ Support internal and external customers with phone inquiries and written requests. Customer focused orientation and exceptional oral, written and listening skills required. Actively utilize established methods and processes to resolve issues.
+ Respond to customer inquiries for lead time and/or pricing in a timely manner and coordinate responses on technical matters to their completion with the appropriate personnel from the technical team.
+ Prepare estimates for repairs, upgrades, spare parts, refurbished systems and service maintenance agreements. Secure purchase orders and maintain all related paperwork. Call for credit card payments. Enter incoming orders and maintain all associated records as they relate to delivery dates and ISO requirements. Check for warranty/camera history as applicable. Ensure compliance with denied party screenings. Generate paperwork and process information for shipping material to domestic and international customers.
+ Track incoming product credits/returns to be processed. Interface with Finance regarding credits processed and payment terms.
+ Generate reports and respond to requests of key account customers as required.
+ Assist in the on-going development, maintenance and enhancement of the customer service and order entry databases. Prepare reports as necessary.
+ Responsible for ensuring issues or concerns are elevated to the next level of authority promptly to complete customer satisfaction.
+ Fully participate in assigned training programs. Attempt to perform only those tasks for which proper training has been received. Notify manager if faced with a task which is potentially hazardous to self or co-workers due to inadequate training or lack of appropriate Personal Protective Equipment.
+ Support the growth of the service business by promoting premium service, upgrades, spare parts, refurbished systems, service maintenance agreements and other related services such as NIST. Responsible for supporting the service team goals for revenue, costs of goods sold, and turn-around time.
+ Perform other job-related duties in a timely and accurate manner as assigned by supervisor. Duties may include but are not limited to providing backup to other personnel and/or supporting special projects or tasks.
Education and Experience:
+ Two-year general business degree or equivalent work experience in a customer service role with a medium to high volume hi-tech manufacturing environment.
+ Ability to prioritize and organize a variety of functions relating to the Customer Service Department.
+ Candidate must have proven abilities to perform under stress and to effectively multi-task without sacrificing quality output.
+ Proficiency in Microsoft Office, Word, Excel, Outlook. Experience in SAP preferred.
+ Detail oriented with excellent organization skills.
+ Exceptional oral, written and listening skills required.
+ ACD phone experience preferred.
FLIR and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.
FLIR is an equal opportunity employer.
FLIR Systems, Inc. designs, develops, manufactures, markets, and distributes technologies that enhance perception and awareness. We bring innovative sensing solutions into daily life through our thermal imaging systems, visible-light imaging systems, locator systems, measurement and diagnostic systems, and advanced threat detection systems.
FLIR Systems offers a fast-paced, dynamic environment that provides for a challenging career and the ability to achieve professional growth. It is the talent of our employees that sets us apart as the technology and market leader in the infrared community.