Senior Representative, Customer Service - Skilled

Job Description:
Maintains direct contact with customers before and/or after the sale.
Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).
Works with various departments to meet maintenance services sales goals.
Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management.
Focus of work may be in pre-sale or post-sales or both.

Pre-sale:
Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production and shipping schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities.

Post-sale:
Responds to customer inquiries (RMA, status, delivery, etc.).
Resolves production scheduling and shipping or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; and recognizes add-on business opportunities.
This position requires knowledge that is acquired through experience, specialized education, or training.
The role has clearly defined procedures and tasks as well as defined guidelines to aid in decision making.
The job should possess a good knowledge and comprehensive understanding of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts & principles upon which the job is based.
The knowledge can be acquired through a combination of job-related training and considerable on-the-job experience.
The job works within well-defined procedures that may involve a variety of work routines.
This job typically requires a minimum of 3 or more years experience.