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

• Extensive skills and experience in customer engagement, coordination, and administration
• Knowledge and experience in administration of the return material authorization (RMA) process across multiple product lines
• Proficiency with voice, email, service portal, and Oracle case management system
• Strict attention to detail in preparation of estimates, contract proposals, and maintenance agreements
• Experience with export classification and export licensing requests
• Ability to secure purchase orders and process payments; maintain related documentation
• Ability to liaise with adjacent functional areas to ensure timely release from tax, credit, and trade compliance holds
• Proficiency or ability to develop competence on SAP, OCR, Oracle, and service portal platforms
• Ability to test SAP enhancements and new product features in the SAP NC40 test environment and provide test reports
• Proactive communication skills; ability to manage customer expectations with professionalism
• Decision-making ability to maintain customer loyalty and grow the business
• Punctual, reliable, and self-motivated with strong cross-training and collaboration skills

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, operating across defense, industrial, maritime, and commercial security sectors worldwide. As a subsidiary of a major advanced technology corporation, the organization employs thousands of professionals - including engineers, embedded software developers, systems integration specialists, and defense technology experts - across operations in North America, Europe, and Asia-Pacific. The company is widely recognized as a global pioneer in infrared imaging with a history spanning nearly five decades, and employs more than 4,000 people dedicated to developing technologies that enable detection in conditions that defeat conventional optical systems.

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