Customer Support Specialist at Futaba

Position Summary:

The Customer Support Specialist is a member of the Service/Tech team within the Radio Control division. Primary responsibility will be answering phone calls and helping customers order Futaba Hobby equipment.

Essential Duties and Responsibilities:

1. Provides product information to customers and sales personnel concerning availability, pricing, terms, shipping data and other pertinent information.
2. Plan and coordinate tradeshow events including: company registration, preparation of literature and sales materials, shipment of tradeshow booth, and post-show customer lead follow up
3. Assist warehouse in establishing new product line additions.
4. Set up dealer network/accounts via phone and assist with online account support.
5. Receive phone calls for the HRC division and route to the appropriate team member.
6. Assist customers with online or phone orders of hobby radio control products.
7. In coordination with FCA customer service and warehouse, analyze customer demand and inventory levels to accurately enter FCA purchase orders for replenishment of stock.
8. Escalates complex problems to the appropriate team member or department.
9. Report common questions and/or problems regarding product use to help improve instruction manuals and design.
10. All other duties as assigned by management to ensure the success of Futaba.

Experience and Educational Requirements:

1. High School Diploma/GED required.
2. 3 years related experience in phone sales/dealer structure preferred; or equivalent combination of education and experience.
3. Intermediate MS Office skills, specifically Excel, Word, PowerPoint and Outlook are required.
4. Intermediate knowledge of Infor CSI preferred.
5. Experience in use of mainframe programs of inventory, order processing and purchasing.

Minimum Skills, Knowledge & Ability Requirements:

1. Written communication skills: Ability to read and write reports, business correspondence, and procedure manuals. Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures.
2. Strong verbal communication skills: Ability to effectively communicate information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to effectively present information and respond to questions from groups of managers and customers.
3. Reasoning skills: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to manage complex array of projects with multiple partners in a fast-paced environment.
4. Ability to work in a team environment.

Work Environment:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

The noise level in the work environment is generally quiet.

Physical & Mental Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

1. Sedentary physical activity requiring reaching, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing.
2. Visual requirement is for close vision, distance vision, peripheral vision, color vision, depth perception, and ability to adjust focus.
3. 80% or more time is spent looking directly at a computer and on the telephone.
4. Employee is occasionally required to stand, walk (or otherwise be mobile).
5. Occasional lifting or moving items up to 10lbs.
6. Ability to deal with stressful situations as they arise, apply common sense understanding to carry out detailed but uninvolved written or oral instructions, deal with problems involving a few concrete variables in standardized situations.
7. Ability to travel up to 25% including some weekend travel.