Manufacturing company in Danvers with an immediate need for a Customer Service coordinator.
SUMMARY: Provide customers with highest quality of care and attention in all areas including issue resolution and escalations, installation and ongoing operations, and parts management.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned
Engage with Field Service and Dealers/Distributors to understand their needs and provide quality service through communication and fulfillment of orders and parts at customer sites
Oversee end to end process for customer orders, installations, and documentation to meet agreed standards, schedules, and costs
Proactively manage backorder reports to ensure continual follow-up is taking place and orders are filled in a timely manner & customer is kept up to date on timelines
Maintain and update Device History records and Service reports of all systems
Coordinate the return of defective material from the field which includes requesting RMAs from vendors and recording all returned material and parts failure analysis for regulatory review
Track, report and actively drive on time material returns
Maintain the Installation Matrix for all product lines within division
Maintain current, knowledge for all US/DR/mCT products.
Administrative work including tracking on time delivery (OTD), Backorder reporting, accurate documentation to ensure timely invoicing and revenue recognition takes place, additional KPI’s implemented, other projects as required
Participate in Process Improvement and Documentation exercises
Implement CAPAs
Attend and complete all required training and certification exams
Follow all company policies regarding travel, expenses, meetings, and meals
Required to wear dosimeter when in direct contact with radiation emitting devices
EDUCATION & EXPERIENCE
Bachelor’s Degree or equivalent experience preferred
Comprehensive understanding of customer service business, 1+ year experience
Demonstrate good judgment in selecting methods and techniques for obtaining solutions. Interacts with senior internal and external personnel
Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management
Excellent verbal and written communication skills and work effectively in a demanding, fast paced environment
Customer focused with exceptional problem solving skills
