Customer Support Specialist 2019-15




If you are viewing this job listing from a job posting board (indeed, LinkedIn, etc.) and wish to apply for this position you MUST do so directly through our website ( If you apply through Indeed or LinkedIn, your application WILL NOT be complete and you will therefore not be considered for the position.Quantel USA is an Equal Opportunity EmployerWe consider applicants for all positions on the basis of qualifications and without regard to race, color, religion, sex, national origin, gender, marital status, veteran status, disability, sexual orientation and any other legally protected status.JOB SUMMARY:Quantel is a recognized expert in designing and manufacturing laser systems. The Customer Support Specialist is an important role within the company as it serves as the initial point of contact for internal and external customers. The Customer Support Specialist interacts with customers to provide and process information in response to inquiries, concerns, requests, orders and repairs of products and services in a professional and efficient manner.ESSENTIAL FUNCTIONS:* Initial point of contact with customers either by telephone, electronically or face to face.* Welcomes guests to the office while pleasantly and professionally responding to a variety of inquiries.* Backup for incoming telephone calls and directs them to the appropriate persons within the company.* Provides visitors, customers and vendors entry access to the building.* Backup for laser damage testing service(s).* Enters RMA information into Visual/Salesforce and Sage database.* Assists customers by phone and e-mail with repair / parts questions.* Process orders, forms, applications, requests and maintain contact with customer throughout the repair process.* Assist with the addition of new customers into the Customer Service database systems.* Coordinate with material manager in regards to parts availability and safety stock levels.* Comply with shipping procedures for export compliance, customs and documents for shipping carriers.* Responsible for obtaining sales tax & exemption information from applicable customers.* Assist in developing/revising Customer Service policies & procedures.* Maintain close communication with CS staff to help establish standards for repair completion.* Monitors RMA information entered into Visual Quality on a weekly basis and ensures it accuracy prior to closing NCM's.* Clerical and organizational assistance of department correspondence, scanning, and other administrative duties.* Maintain a positive attitude with a dependable attendance history.* Maintain a good working environment with all employees, vendors, and customers.* Performs other duties as required.QUALIFICATIONS:* High School Diploma or GED required.* AA or BS in a business related field is preferred.* One to three years of relevant work experience strongly preferred.* Knowledge of customer service principles and practices.* Knowledge of business administrative procedures.* Must be able to multi task, maintain a high-level of accuracy and attention to detail, and be open to learning new responsibilities in an ever changing business environment.* Excellent written and verbal communication skills required.* Strong computer skills are a must (Word, Excel, Outlook).* Ability to work a full-time schedule (Monday through Friday 8am-5pm)KEY COMPETENCIES:* Interpersonal skills.* Listening skills.* Problem analysis and problem-solving.* Customer service orientation.* Adaptability and initiative.PHYSICAL REQUIREMENTS:* Must be capable of working in front of a computer for long periods of time.ELECTRONIC SIGNATURE:By using this electronic application, you agree to use an electronic signature in lieu of a paper-based signature. You understand that electronic signatures are just like signing any document and that it is legally binding in the United States and in other countries. You consent and agree that the use of a key pad, mouse or other device to select an item, button, icon or similar act/action while using any electronic service offered; or in accessing or making any transactions regarding any agreement, acknowledgement, consent, terms, disclosures or conditions constitutes your signature, acceptance and agreement as if it were actually signed by you in writing.

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