Customer Service Coordinator II

JOB SUMMARY

We are seeking a Customer Service Coordinator II who will be responsible for providing Doble customers with world-class customer care. The customer care coordinator provides professional, first-level customer support to customers and clients via telephone, web portal and email. As the voice of the customer, the customer care coordinator will work directly with customers and other Doble support teams to develop and provide solutions, while maintaining a continuous positive customer experience. This role will be based in our Marlborough, MA office reporting to the Customer Care Supervisor.

ESSENTIAL JOB FUNCTIONS

• Provide Level 1 customer support in a global call center environment (via web portal, telephone and email) to customers, distributors, sales representatives, and Doble service engineers who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software applications on diagnostic equipment used in the electric power industry.
• Be an advocate for the customer (internal and external). Be the Voice of the Customer.
• Initial point of contact for customer requests for information, orders and case entry for all product offerings.
• Generate spare part/repair & service quotes, process part/ & service orders and generating all necessary shipping paperwork for both international and domestic shipments including background checks and customs paperwork.
• Responsible for all aspects of order entry related to domestic & international orders and delivery. Including processing credit card transactions.
• Prepare order paperwork to facilitate order booking, shipment, invoicing for parts, repairs and services.
• Ensure escalation process is followed appropriately by customers, clients and distributors.
• Issue and manage product and part return authorization numbers (RMA's) to customers and clients.
• Expedite the return of overdue material from customers/clients.
• Coordinate, review, follow up and expedite as required customer purchase orders and shipment of customer orders to ensure on-time delivery.
• Assist with the development of customer service support policies, procedures and practices.
• Proficient computer skills and ability to use MS Office Suite at a basic to intermediate level.
• Generate monthly efficiency and utilization data for management reporting.
• Maintain an intermediate knowledge level of all products, parts and service offerings as it pertains to customer care.
• Ability to meet critical deadlines while managing multiple priorities across the team.
• From time to time may be require to work non-standard shifts and/or provide on-call coverage during non-standard Doble business hours.
• Other tasks and duties as assigned.
• This position may require participation in the following: work in process disposition, product repair rate analysis, Customer Service metrics, Customer Service ISO procedures where appropriate and process improvements and implementation.

QUALIFICATIONS

EDUCATION:

High school diploma required.

REQUIRED EXPERIENCE:

• Requires 3 to 5 years of direct customer interface/customer service/call center or equivalent related experience.
• Experience with ERP and CRM systems with a particular focus on order and case entry and administration.

PREFERRED EXPERIENCE (Not Required):

• Experience in a global customer support and cross-cultural customers a plus.
• Experience with customs paperwork, domestic and international shipping compliance procedures and requirements.
• Experience working with electric power utilities a plus.
• Proficient with MS Office Suite. (MS Word, MS Excel, MS PowerPoint, MS Project, MS Visio)
• Hands on experience with ERP systems and Case management applications (Knowledge of EPICOR is a plus).

KNOWLEDGE, SKILLS & ABILITIES:

• Must be focused and an advocate for the customer.
• Must thrive in a deadline-driven, fast-paced team environment.
• Capable of multitasking between projects and departments.
• Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management.
• Requires strong computer & phone skills and high-level experience in a customer technical support role.
• Must have the ability to work through routine issues in a timely manner.
• Ability to organize and prioritize tasks resulting in consistent productivity.
• A self-starter able to work independently or as part of a team and comfortable interfacing with both upstream and down stream customers.

• Must have excellent written and oral communications skills and high degree of accuracy and attention to detail.
• Must be fluent in the English language. Abilities to read and write in other languages is a plus.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Must be capable of lifting 30 pounds. Must use assistance when lifting 50 or more pounds.

Actual base salary offered to the hired applicant will be determined based on their work location, level, qualifications, job related skills, as well as relevant education or training experience.
Hourly Pay Range Minimum $23.24 - Midpoint $29.04

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the "essential functions" of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.