RESPONSIBILITIES:
Interact with customers and vendors to handle and resolve issues and complaints. Provide information in response to inquiries about products and services from customers and vendors. Act as the primary interface between customers and engineering services vendors.
KEY JOB ACTIVITIES:
Handle customer support calls from customers and vendors
Implement and coordinate issue and support call process, tracking, and responses
Maintain customer and vendor records by updating account information
Provide feedback to vendors on issues, such as failures, usability, and customer issues, and customer requests
Act as the primary interface between customers and engineering services vendors
Coordinate CM and fulfillment vendor activities
Provide support for Marketing activities – such as trade shows, events, and website
Support product testing and test reporting
Assist in returns and replacements
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Recommend potential products or services by collecting customer information and analyzing customer needs
Prepare product and service reports by collecting and analyzing customer information
QUALIFICATIONS AND EXPERIENCE:
Excellent telephone skills
Excellent listing, written, and oral communications skills
Documentation skills
Problem solving
Strong computer skills with high level of proficiency in Microsoft Office (Word, Excel, Outlook and PowerPoint)
Experience with issue tracking software such as Jira or Bugzilla
2 to 5 years of relevant experience preferred
Technical understanding to communicate effectively between end users and engineering
Solid understanding of the Internet as a research tool
Strong working knowledge of customer service practices
Knowledge of commonly used concepts, practices, and procedures within a customer service organization
High level of initiative, with the ability to self-motivate
Capable of working well independently and in team settings
Superior time management and organizational skills
Strong interpersonal skills
Outgoing personality and a desire to succeed
Flexible and adaptable to changing requirements and situations
Ability to see the “big picture,” understanding how customer service fits in with the Company’s overall business objectives
Ability to multitask, manage concurrent projects and priorities on tight deadlines, and prioritize effectively
Understands and wants to work in a startup company environment
Sophisticated understanding of business principals and process
