Customer Support Specialist

Job Description Job Summary: The Warranty Support Specialist will direct all applications or tech support calls and emails to an applications engineer or warranty service specialist (technician). Will be courteous and provide customer support to all customers, reps. Minimum Required Qualifications An individual in this position must have the following minimum required qualifications. Education beyond the minimum is an added advantage for career development activities: 18 years or older Ability to perform each essential job function and additional job functions satisfactorily Ability to meet the mental demands of the job Ability to meet the physical demands of the job Ability to pass a drug test and background check Essential Job Functions The following is a list of the essential duties and responsibilities that are expected of a person in this position: Manage large amounts of incoming calls and emails Identify and assess customers’ needs to achieve satisfaction Provide accurate, valid and complete information by using right methods/tools Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Work closely with other CSRs to make sure all positions are covered when someone is absent Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Meet customer’s expectations Receive, Enter and track warranty parts orders. Communicate parts order ship schedules and confirm delivery with customers Provide back up support within Customer Service Group as needed Provide back up support for Sales Support Manager, e.g. order entry, and other duties as needed. Additional Job Functions The following is a list of the additional job functions and qualities that are expected of a person in this position: Stamina to handle extensive walking, pushing, pulling, lifting and stooping Exceptional hand eye coordination and extremity motor skills Reading comprehension skills and ability to read small print Basic math skills to meet technical specifications and measurements Excellent organizational skills Strong attention, quality detail, good decision making Communicate effectively and possess excellent interpersonal relationship skills Manage accountability Multi-task effectively Essential Mental Functions Thinking Reasoning Learning Remembering Problem Solving Decision Making Attention Essential Physical Functions In order to perform the essential functions of the job, the employee must be able to: Remain in a stationary position (primarily standing) for 95% of the time Move, position, put, install or remove parts, tools and other objects weighing up to 50 pounds in all directions Traverse the manufacturing facility to accomplish tasks Operate heavy equipment, machinery and tools Repeat motions that may include the wrists, hands and fingers Ascend/descend and work atop ladders, stairs, scaffolding, ramps, etc. Position self in different positions to accomplish tasks, including in tight and confined spaces Observe/assess the accuracy and quality of the work assigned. Frequently including detecting color, using close and distance vision, peripheral vision and depth perception. Work Environment While performing the duties of this job the employee will work in a manufacturing facility and regularly be exposed to: Humidity, loud noises, dirt Unpleasant Odors Varying and extreme temperatures (heat and cold) Sheet Metal Mechanical parts Forklift traffic Disclaimer Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship. #J-18808-Ljbffr