Customer Service Specialist

The Customer Service Specialist provides first level customer support by providing basic troubleshooting assistance, escalating inquiries as needed to the technical support team. When product repairs are needed, the customer support representative coordinates Return Material Authorizations (RMAs), tracking product repairs and ensuring proper communication between the company and its clients. This role involves handling customer inquiries and maintaining customer-related documentation.

Duties and Responsibilities:

• Handle and document customer service calls, forwarding them to the appropriate personnel as needed.
• Track products sent in for repair and provide status reports to management (e.g., Statements of Work).
• Assist with configuring and reviewing sales orders and specifications.
• Provide technical support to both departmental personnel and customers when possible.
• Maintain and update the customer database.
• Manage customer warranty and repair contracts, preparing items for shipping and issuing related invoices.
• Distribute service bulletins and technical notes to relevant parties.
• Serve as a liaison between customers and the organization to maintain strong customer relationships.
• Participate in Continuous Improvement Process.
• Track customer support activities in real time and report trends, complaints, and service issues to management and quality personnel
• Maintain company assets and ensure proper use.
• Perform additional duties as assigned.
• Adhere to company policies and procedures.

Education/Experience:
• 2-5+ years of customer service experience (over the phone, email etc.).
• Proficiency in Microsoft Office Suite, including Excel and PowerPoint. Experience with Microsoft Dynamics Business Central and Customer Service Hub preferred.
• Typing speed of 60 WPM, with strong communication skills (spelling, grammar, and punctuation).
• Strong organization skills.
• Training and experience in analog, digital and radio frequency electronics Industry (Avionics, Navaids, Radios, Electronics or similar)