Customer Support Analyst

Company Name:
Smiths Detection
Customer Support Analyst
Location:Edgewood, MD Posted:05-12-2014
Category:Support Function Experience:Entry-Level
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Position Description
The Customer Support Analyst will champion the customer support help line and will manage client relations by providing business and order processing expertise. This person assumes responsibility as the first human interface with the customer for incoming calls to Smiths Detection Service. As such, a high degree of patience, professionalism, common sense, organizational knowledge and people skills are necessary.
Provides courteous, accurate and timely responses to requests for information. Identifies issues, concerns and/or complaints from customers and either personally manages the issue or redirects the customer to the appropriate internal support group. Opens all service events within the Service Management System (SMS), responding to order processing inquiries, offering a knowledge base resolution or directing the caller to the appropriate technical or administrative team. Must be able to handle stressful situations and possesses excellent customer relations skills. Spanish Bilingual capabilities are preferred.
o Accurately opens and documents service events within the SMS
o Investigates, analyzes and rectifies customer concerns or elevates problems to management attention when necessary
o Create quotes as required for consumables and billable parts
o Receive orders from customers via telephone, fax and e-mail and processes accordingly
o Enter orders into system, initiate Sales Order and advise customer of Sales Order #
o Clarify P/N''s based upon customer description as required
o Confirm in-stock counts, verify whether parts are in stock, and if not, quote an expected lead time
o Track all backorders and ensure that they are filled in a timely fashion. If a part is on backorder for a significant amount of time, the customer is contacted and the issue elevated to management
o Track shipments via UPS, FedEx or courier service and provide customers of tracking information and anticipated date of arrival upon customer request
o Provide all requested proof of delivery for billing/accounting purposes
o Pre-approve all returned merchandise; provide Return Material Authorization (RMA), explain policies and paperwork to customer
o Receive and resolve inquires and complaints by customers concerning incorrect billings or shipment problems
o Utilizes specialized system reports and follows-up with customers to ensure satisfaction
o Notifies supervisor of repetitive problematic issues where a possible pattern may exist or anticipated inventory shortages are expected
o Create, interpret and disseminate reports as requested
o Comply with and ensure department compliance with Company health, safety and environmental policies.
o Comply with all applicable U.S. export control and security regulations.
o Other duties as assigned to assure the success of the Customer Support team
Education/Training: Associates Degree or equivalent training preferred.
Experience: Minimum of 1 year experience in the receiving and handling of customer complaints and inquiries.
Knowledge/Skills: Individuals should possess good communications skills and have a strong orientation for customer focus and teamwork. Must be responsive to all customer issues at all times. Must display an ability to handle multiple projects or tasks at the same time while still meeting service level agreements. Ability to perform data entry tasks and utilize various functions within the SMS. Proficiency with Microsoft Office software specifically Word and Excel. Must be fluent in English. Experience with SAP are highly desirable. Bilingual language capabilities in Spanish are preferable.
o Possess excellent organizational, communication, interpersonal skills with the ability to multi-task several projects at once.
o Excellent customer service skills and the ability to handle stressful situations.
o Self-motivated, reliable, and accountable individual
o Possess outstanding telephone skills
Majority of job functions will be performed within an office environment with heavy customer interaction.

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