Customer Service Representative

Customer Service Representative

Location: Hudson, NH

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 12 months
• Pay Rate: $23.00–$26.00 / Hour (USD)
• Shift / Schedule: 8:00 AM – 5:00 PM
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

Reporting to the Service Operations Supervisor within the Global Service organization, the Customer Service Representative employs extensive skills and experience to bolster the client's position as the global leader in thermal imaging solutions through customer engagement, coordination, and administration leading to the delivery of post-sales products and services for a range of thermal imaging and test & measurement products.

Key Responsibilities

• Leverages knowledge and experience in the administration of all phases of the return material authorization (RMA) process for internal and external customers across multiple product lines via voice, email, the service portal, and Oracle case management system.
• Employs strict attention to detail in the preparation of estimates, contract proposals, and maintenance agreements. Prepares export classification and export licensing requests via the OCR system as needed.
• Secures purchase orders and processes payment for the full range of service offerings; maintains all related documentation. Liaises with adjacent functional areas to ensure timely release from tax, credit, and trade compliance holds. Ensures all actions are performed in accordance with corporate finance, legal, and trade compliance requirements.
• Proactively communicates status of open orders and manages customer expectations with the highest degree of professionalism. Is empowered to make decisions to maintain customer loyalty and grow the business.
• Participates in quality reviews of all customer interactions; receives coaching and guidance aimed at delivering the best possible customer experience.
• Receives hands-on training and demonstrates competence on all business systems and platforms including SAP, OCR, Oracle, and the service portal. Leverages technical expertise in testing SAP enhancements and new product features in the SAP NC40 test environment. Provides test reports as needed.
• Supports the growth of the service business by promoting FLIR Care and Protect services, service contracts, and replacement product purchases.
• Works in a team-based environment with high focus on cross-training and collaboration. The successful candidate will be punctual, reliable, and self-motivated.

Required Skills

• Proficiency with or ability to learn business systems and platforms including SAP, OCR, Oracle, and the service portal
• Experience with or ability to administer return material authorization (RMA) processes across multiple product lines
• Ability to prepare estimates, contract proposals, and maintenance agreements with strict attention to detail
• Ability to prepare export classification and export licensing requests
• Ability to secure purchase orders and process payments for service offerings
• Ability to manage documentation related to orders, tax, credit, and trade compliance holds
• Strong customer communication skills; ability to manage customer expectations with a high degree of professionalism
• Ability to participate in quality reviews and apply coaching feedback
• Self-motivated, punctual, and reliable with a strong collaborative orientation

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a leading provider of advanced sensing solutions for thermal imaging, threat detection, and public safety, serving defense, industrial, maritime, and commercial security sectors across North America, Europe, and Asia-Pacific. With more than 4,000 employees and nearly five decades of pioneering infrared and detection technology, the organization operates as part of a major advanced technology corporation, combining a focused innovation culture with global reach and resources. Teams here include infrared optical engineers, embedded software developers, systems integration specialists, defense technology professionals, and product managers working on products that define the state of the art and have real-world impact across sectors that matter.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-12821