Rep, II - Customer Support

Job Description

Job Description

Company Description

This position is part of Evident Inspection Technologies division, which delivers solutions to complex challenges by inspecting mission-critical assets and infrastructure. The division leverages nondestructive testing, remote visual inspection, and analytical instruments to support maintenance, manufacturing, and environmental applications. Visit Evident’s website for more information, ims.evidentscientific.com. Evident Inspection Technologies division is now a part of Wabtec Corporation. Read more.

Job Description

Rep, II – Customer Support

Job Description

As a Customer Service Representative, you will serve as a key contact and liaison for customers, both internal and external, to ensure their total satisfaction. You will interact with customers on an ongoing basis, entering RMAs/orders, handling requests and providing support needed in a timely, professional and courteous manner. This role is responsible to act as the voice of the customers to determine how to best satisfy their equipment needs.

PRIMARY DUTIES AND RESPONSIBILITIES

• Provide professional phone support on incoming and outgoing calls with customer centricity.
• Able to create RMA’s with assistance on how to determine disposition
• Process transactions including RMAs, Quotes, and Sales Orders with attention to detail and very high accuracy rate.
• Coordinate with internal departments such as Asset Management, Rentals, Sales, Finance and Shipping to ensure timely delivery for customer orders and information related to their requests.
• Work on process improvements to provide better service to our customers and streamline our workflow.
• Maintain CRM system with accurate information.
• Follow up on all transactions to ensure your customer’s request is fulfilled in a timely manner.
• Show an understanding of the complete service order process acting on each part with urgency and professionalism. Taking a proactive approach to resolution of any issues.
• Meet personal/customer service team KPIs on daily/weekly/monthly basis
• Ability to work independently and problem solve
• Work on special projects as necessary.

REQUIRED QUALIFICATIONS:

• 3 –5 years customer service experience in a business call center environment.
• Excellent customer service skills with enthusiasm and tact both in writing and over the phone.
• Ability to multitask, organize and prioritize tasks.
• Familiarity with CRM systems and practices.
• Strong knowledge of Microsoft Outlook Applications.
• Strong work ethic and attention to detail.
• Positive outlook with the ability to promote teamwork and good working relationships.

PREFERRED QUALIFICATIONS:

• Salesforce or Netsuite CRM system knowledge.

Education:

• High school diploma or GED equivalent required. Bachelor's Degree in a business or other discipline preferred.

Pay Range - $23.00 - $26.00 an hour, depending on experience.

 

**Many Evident positions are located at export-control-restricted work locations or require access to export-controlled information. To be considered for these positions, you must be a U.S. Persons. If hired, you must be able to provide valid proof of such status.

 

Additional Information

Our job titles may span more than one career level. The pay rate for this role is currently $23.00 - $26.00 an hour, actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include annual bonus, if eligible.

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.