Customer Service Specialist

JOB SUMMARY - Customer Service Specialist

Are you looking for a career opportunity where you can leverage your skills to help others? Do you have a passion for customer service with high attention to detail? Are you comfortable with learning new technology and following standard procedures? Nanosonics, Inc. is looking to hire a full-time Customer Service Specialist to support our growing service operation. This position is focused on delivering world-class customer service to both our external and internal customers.

The Customer Service Specialist answers incoming calls to toll-free support telephone line, is a secondary point of customer contact (via email, phone, web links), is responsible for Sales Order data entry & processing, does Purchase Order vetting, assists customer support - efficiently coordinating resources from Service Repair Engineers/Technicians, Logistics, and internal/external resources, and provides administrative assistance in ERP system management.

RESPONSIBILITIES AND DUTIES

• Audit open purchase orders, credit holds, and future orders to ensure orders are processed and accounts are established within required turn-around times.
• Regular review of PO Matrix and ERP to identify outlier customer Purchase orders and ensure accurate order fulfillment.
• Assists CS Manager with monthly reports and metrics, as defined by CS manager.
• Direct incoming calls to appropriate individual/group
• Respond to general customer inquiries regarding:
• Purchase Order Status / Submissions
• Maintain our internal Purchase Order and New Customer Account Matrix
• Communicate with order fulfillment operation
• Communicate with Sales Team regarding order fulfillment
• Coordinate customers and service provisions for timely dispatch of purchased repair parts
• Assist in Customer Relationship Management by providing timely and accurate customer support and service information.
• Provide backup support for service/support activities
• New Customer Account setup & maintenance: credit approval, tax exemption certificates, pricelist, parts-sales processing in ERP system.
• Coordinate service support for service contracts.
• Review customer Purchase Orders and complete vetting procedure to ensure timely and accurate order fulfillment
• Other activities as assigned.

QUALIFICATIONS AND SKILLS

• At least 2 years previous customer service experience.
• Phone-based customer service and complaints-handling experience.
• High level of computer skills, particularly in MS Office suite, and a good ability to learn new systems.
• ERP (QAD) System usage & application. EDI/GHX order processing.
• Sound communication and customer service skills.
• Flexibility and adaptability to work within a progressive environment.
• High attention to detail and strong organizational skills.
• Willingness to take ownership and control of this role to drive positive outcomes.
• Demonstrated ability to be a self-starter and to use initiative without being asked.
• Ability to manage multiple email addresses/inboxes through MS Office Exchange
• ERP & CRM System usage & application.
• Strong problem solving & analytical skills.
• Excels at time management with limited supervision
• Able to safely lift 20 lbs.

At Nanosonics we embrace diversity and equal opportunity. We believe that our people are our best asset and understand the importance of bringing different perspectives, different lenses and different experiences to our team. We are committed to building and supporting an inclusive workforce that truly reflects our global business and encourage people from all backgrounds to apply.