Analogic

  • Senior Customer Care Representative

    Job Locations US-MA-Peabody
    Job Post Information* : Posted Date 1 month ago(8/15/2019 4:40 PM)
    ID
    2019-1777
    # of Openings
    1
    Category
    Order Management
    Type
    Regular Full-Time
  • Overview

    Analogic is looking for a Customer Service Representative to help support our rapidly growing business units and provide world class service to all of our domestic and international customers. This role will join the team supporting the Customer Service and Business Development departments.

    Responsibilities

    • Sales and Service Order Management:
      • Receives, processes and facilitates customer contracts, sales orders, and change requests.
      • Reviews sales orders against pre-set business terms to decide on P.O. acceptance / rejection and works with Sales/Service/BD/Finance in the case of new business terms.
      • Accountable for ensuring the order backlog remains clean and internally driving the organization to maximize on-time deliveries in line with customer expectations.
    • Forecasting:
      • Prepare and update customer forecasts for original equipment and service parts
      • Drive continuous improvement in forecasting process and methodology
    • Sales and Service Operations Support:
      • Handles the first level of inquiries from the customer and escalates to sales / BD / planning / service management as required.
      • Coordinating, escalating, and expediting order activity as necessary.
      • Process and track Return Material Authorization requests from customers and the field service team
      • Ensure a smooth and efficient customer interaction resulting in a positive customer experience
      • Proactive communication to ensure alignment of expectations between customer and Analogic
      • Supports maintenance of customer master files, customer-related pricing, and contract documentation.
    • Logistics support:
      • Supporting international shipments by working with export regulations, Department of Commerce Table of Denials, preparing letter-of-credit shipments, or creating Export Documentation.
    • Act as an interface between internal organizations (Engineering, field service, sales)
    • Some general administrative tasks where necessary
    • Generating quotes for standard products and services
    • Occasional travel to customer sites may be required
    • Adheres to company policies and procedures and provides feedback to management if changes, edits, or improvements are applicable to our systems.

    Qualifications

    Candidate should possess strong strategic skills, be a self-starter and be able to work both independently and within a cross functional team environment and possess an exceptionally strong attention to detail.

     

    • Associates Degree with 5-7 years of relevant work experience
    • Excellent computer skills; MS Office including Word, Excel, Access and Outlook.
    • Experience with ERP systems (SAP preferred) and service management systems
    • Must be computer literate and quickly learn the company’s computer system as it relates to overall business.
    • Excellent web-based navigation abilities.
    • Excellent oral and written communication skills.
    • Organized and able to manage multiple tasks.
    • Self-directed with the ability to work independently.

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