Customer Service Representative

Company: ACR Electronics
Location: Fort Lauderdale
Posted on: May 28, 2023

Job Description:

Job Summary
The primary function of those in a Customer Service Position is to facilitate the customer purchase order/RMA's (Return Material Authorization) through the organization's ERP system. Additionally, these positions shall update the customers with the status of their order/repair or replacements. These positions will address customers by telephone, email, or in-person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. In this role the employee will maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. These employees shall refer unresolved customer grievances to designated departments for further investigation.
Candidate must be bilingual in both English and Spanish.
Duties/Responsibilities

• Data entry of customer purchase order/ RMA into the ERP system
• Managing EDI transfers of customers' orders/ RMA data
• Using existing software to complete RMA through the process (If applicable)
  • Updating any existing orders
  • Assist with inbound phone calls, emails, and faxes
    • Logging into the customer portal to obtain orders, and provide status updates (If applicable)
    • Be accurate, responsible, and tactful in dealing with a multitude of customers at all levels
    • Manage customer orders/RMA's and provide status updates
    • Scanning, completing, and closing RMAs and work order paperwork (If applicable)
    • Scanning all required documents into the current database system
    • Work in cooperation with multiple departments
    • Processing of Debits, Credits, and/or other transactions as required
    • Provide assistance handling co-workers' accounts during times of absence
    • Follow and execute all export compliance regulations
    • Follow and execute all customer service & repair work instructions and policies
    • Follow and execute all FAA regulations (If applicable)
      • Tracking and reporting daily KPIs
      • Other duties as assigned by management Note: This description is an outline of the major recurring responsibilities of the job. It is not intended to be all-inclusive of the work to be performed. Other related job objectives, special assignments, and less significant responsibilities typically performed by the incumbent are not included.
        Required skills/abilities
        • Ability to read, write, and speak English and Spanish
          • Proficient with a PC and Microsoft office products (Excel, Word, Outlook) Required
          • Computer and website navigation skills required
          • Strong communication skills
          • Ability to work in team settings and independently
          • Detail orientated
          • Phone skills Knowledge, Education, and Experience
            • 2 Years College; Bachelor preferred or equivalent work experience
            • Aviation product and FAR 145/21 knowledge a plus % Weight of Competency
              Competencies needed for position and Job Specific Competencies
              • 20 verbal communication - speaks with clarity, precision, and purpose in small and large groups
                • 20 writing skills - possess excellent writing and grammar skills, including the ability to write concisely, clearly, and logically
                  • 20 customer service - Works well with customers, promotes a positive image of the company, strives to solve issues raised by customers
                    • 10 organization skills - information organized and accessible, maintain efficient workspace, manages time well
                      • 10 detail oriented - verifies important details, ensures there are no surprises or gaps in the needed information
                        • 10 supportive - seek ways to support team efforts while contributing to overall organizational success
                          • 10
                            quality - Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services

Keywords: ACR Electronics, Fort Lauderdale , Customer Service Representative, Sales , Fort Lauderdale, Florida