Customer Service Rep II

Position Summary: Act as resource to customers on non-product related customer service requests and issues. Coordinate with other internal departments to resolve issues and follow through with client until completion. May take escalated calls from call center agents and use limited discretion/decision-making authority as needed to resolve customer issues. For product or service-related inquires, transfer customer to appropriate technical support group. May provide non-technical initial client on-boarding in absence of dedicated resource within organization. Enters and tracks service work orders and ensures account information and recorded data is accurate. Assists with development and coordination of daily workforce plans to maximize customer service and employee efficiency. Processes customer orders and monitors and updates customer information in CRM. Responds to customer inquiries and requests. Generates reports on open orders to facilitate their completion up to and including invoicing. Interviews customers to obtain information and explain available services. Coordinates customers' service needs with other departments as required to ensure customer service. May solicit sale of new or additional services or products. May obtain credit records from credit reporting agency. May visit customers' premises to obtain order or resolve customer problems.

Essential Duties and Responsibilities include, but are not limited to:

• Understand and support program team to attain performance objectives

• Provide support to other program teams when needed

• Coordinate purchase order placement, part build lead times, necessary tools, digital data, shipment dates, part statuses and delivery reports, etc.

• Communicate with customers to verify orders, define and make targets accordingly

• Coordinate with program team regarding issues and facilitate coordination between internal and external customer

• Customer Meetings including Conference Calls, Onsite meetings, and Offsite Meetings.

• Other duties as assigned

Qualifications:

• Experience and Education:

• 1-2 years of relevant experience

• High school degree or equivalent plus advanced training

• Technical Skills:

• Knowledgeable in the use of Microsoft Office software and Windows operating system

• Working knowledge of general office procedures, filing systems, data entry techniques and business equipment

• Ability to thrive in a changing, fast-paced growing and dynamic business

• Detail oriented and able to manage multiple projects simultaneously

• Strong written and verbal communication skills

• Excellent organization skills and attention to detail

• Physical Requirements:

• Extended screen time

• Long periods of sitting

• Potentially long hours

Supervisory Responsibilities: None.

Travel Required: Minimal

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.  All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the employee(s) will possess the skills, aptitude, and abilities to perform each duty proficiently.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety to themselves or others.  The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.  This document does not create an employment contract, implied or otherwise, other than an at will relationship.

Affirmative Action/Employment Opportunity (EEO) Statement: ALIGN PRECISION is an equal opportunity employer and values diversity at our company.  We are committed to creating a workplace where all qualified individuals are welcome and can thrive, regardless of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, disability status, or any other characteristics protected by law.