Customer Service Administrator - Cross Technologies

As a Customer Service Administrator you will be a key contributor to our fast-paced day to day operations - providing exceptional customer service by working with the Process Solutions Group (PSG) sales & customer service teams. This position is a focal point for managing customer requests and order acknowledgements to help expedite processing. You will have the opportunity to work as part of a dynamic, fast-paced, high performing customer support team.

Essential Functions

• Manage the process for customer expedite requests, status requests, order acknowledgements, and equipment records in NetSuite.
• Manage service technician's calibration equipment by:
  • Getting quotes from vendors for calibration/Approval by Service Engineering Manager
  • Acquiring RMAs
  • Creating PO to vendors
  • Tracking on a Google spreadsheet
• Swiftly handle customer COI requests
• Manage customer compliance needs (simple paperwork requests)
• Close the loop on Principal Leads- portal updates etc. You will not manage the leads, but will ensure actual data entry is complete and update the principals.
• Submit the monthly Principal Sales Funnels for Brooks (POS), Richards, etc.
• Track any rentals that we set up
• Submit Portal Document on Projects
• Build Document Submittals on Projects

Additional Responsibilities

• Support the Process Solutions Management team with various projects upon request.
• Additional Responsibilities as assigned by the manager.
• Attend ongoing vendor and process training; retain knowledge of vendors and processes
• Assist with special customer support projects as requested by management

• High School/GED required and Associates or Bachelors degree preferred and 1-2 years customer support experience /or
• High School/GED required and 3 years customer support experience in wholesale distribution (preferred) or related industry

• Computer literate and highly productive in a multi-window environment - Google Suite
• Excellent keyboard skills - quick and accurate
• ERP literate, NetSuite preferred
• Excellent communication skills - especially phone and email communications
• Detail oriented and highly organized
• Knowledge of customer service principles and practices
• Math and problem-solving skills

• Sit at desk, with minimal breaks, for up to four hours at a time.
• Perform data entry for up to four hours at a time with minimal breaks
• Move and pull catalogs that may weigh up to ten pounds
• Spend extended lengths of time viewing computer screens
• Possess a clear and articulate speaking voice
• Must be highly organized, with a well-developed ability to multi-task.
• Possess ability to quickly learn and retain vendor-related information as well as company policies and procedures
• Possess the ability to perform mathematical calculations and understand the mathematical concept related to profit and margin
• A high degree of self-control and the ability to interact with others in a businesslike and professional manner
• Ability to efficiently and calmly work in a fast-paced dynamic work environment