Customer Support Representative

Company: Aerotek
Location: Lake Forest
Posted on: April 10, 2021

Job Description:

Job Description:ESSENTIAL JOB DUTIES:- Monitor CRM Views for newly assigned work orders.- Train on all account specific service aspects as required for accounts within assigned service territory.- Copy Case notes into Timeline of Work Order. Provide detailed notes in "Work to be Performed" for field technician.- Process and schedule new Work Orders using the company's order processing system (CRM) staying within company goal of a 24 hour response time.- Escalate service to Technical Services to create service plan if required.- Prepare and Process Re-Quotes for revisions, Service Orders and Work Orders.- Upload quotes in customer portals or communicate through email for NTE increases or revisions.- Process Sales orders, working in Navision system when necessary.- Release product in Navision so that product ships to to meet Service schedule.- Interface with Technical Services, Field Services, ASP Technicians, General Contractors, Electricians and Flooring vendors to complete Work Orders; Maintain good working relationship with clear communication with each.- Update customer of the Service status as required by account.- Review technician submitted work order paperwork to confirm Service is completed or if it requires a return trip.- Conduct daily meetings with assigned Regional Managers to review previous day's work and book unscheduled work orders; Create re-quotes as required for return trips in CRM system.- Communicate and interact with Account Managers to revise purchase orders and adjust NTE limits as required- Update Customer card and System Monitor data in company's ERP system for each device replaced- Pull data from, navigate and research in Gatekeeper Systems' Monitoring Online- Follow up on Work Orders to make sure they are on schedule- Process return labels and RMA's for unused product- Process wheel warranty services.- Process preventative maintenance services. - Manage Open Invoices/Inversus to ensure communication transmitted from ASP, process manually if not. - Verify ASP invoices for accuracy.- Ensure professional, timely communication regarding customer concerns with the ability to de-escalate and focus on completing tasks as committed.- Respond to customer requests within 24 hour, acknowledging receipt of request at a minimum if not having the full service plan answers.- Close Work Orders and de-activate; resolve Cases in Company's order processing system upon completion of the service.- Attach required documents and process Work Orders for invoicing.- Complete service process in customer online portals as required.- Manage and correct rejected invoices.- Create and monitor reports as required.Top Skills Details:Customer SupportERP, CRMCustomer ServiceAdditional Skills & Qualifications:- 1-2+ years of customer service experience in a manufacturing or technical support setting - Proven knowledge utilizing a CRM or ERP system - BA Degree preferred- Need someone great at retaining information and doing repetitive tasks - someone who has a "good memory" - Tenacity and drive for growth - career oriented who wants to grow with the company - Fast / accurate typing ability - 40 + wpmExperience Level:Expert Level About Aerotek:We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: Aerotek, Lake Forest , Customer Support Representative, Other , Lake Forest, California