Job Details
Job Location
Grapevine (4051),TX - Grapevine, TX
Position Type
Full Time
Education Level
4 Year Degree
Travel Percentage
None
Job Shift
Any
Job Category
Installation - Maint - Repair
Description
Summary
The Customer Service Representative will play a critical role in providing excellent customer service and support. This position will be responsible for possessing strong communication skills to effectively interact with customers, team, and other stakeholders. In addition, this position will complete a wide variety of tasks and reports as requested by Business Division Head, leveraging both internal and external information. CSR professionals must be able to listen actively, respond appropriately, and address customer inquiries, complaints, and concerns in a timely and efficient manner. Problem-solving skills are essential to analyze situations and find effective solutions.
The successful candidate will have a strong adaptability and problem-solving abilities as well as excellent teamwork skill.
Responsibility

• Act as a liaison between customers and depot, engineer, receiving, QC and shipping to resolve status escalation and expedited repairing.
• Direct and guide the daily operations of the team to ensure accurate and efficient repair memo entry, reducing Open RMAs, and fostering strong relationships with coordinators for collaborative problem-solving and timely solutions.
• Be the primary point of contact between the company and customers. Responsible for answering customer inquiries, resolving issues, and providing high-quality customer service.
• Process all work in accordance with relevant working practices and standard operating procedures.
• Handing inbound, outbound RMA shipment and defective parts. Verifying the accuracy and completeness of the received and shipped items.
• Collaborating with team and analyzing production capacity, lead times, and resource availability to determine the feasibility of production plans.

Qualifications
Required Skills/Abilities

• Ability to interpret data, create effective reports and provide business recommendations based on analysis.
• Effective communication skills to involve interacting with customers and team members. Be able to clearly convey information, listen actively, and respond appropriately.
• Being able to think critically, analyze situations, and come up with creative and effective solutions.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.
• Extremely proficient with Microsoft Office Suite or similar software with the ability to learn new or updated software.

Education and/or Experience

• Bachelor's degree or better; related field is preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

SMS InfoComm Corporation is an equal opportunity employer. Diversity and acceptance are the foundation of our culture.