Customer Service Representative

Company: Tri-Phase Automation

About Us:

Visit our Website: www.tri-phase.com 

Summary:

This role is for the Associate to join our Customer Service team, managing the critical role of servicing our customers through the Return Material Authorization (RMA) process, order entry, and general service functions. The Associate will be responsible for the accurate and timely completion of these functions while being adept at working both independently and with team members.

Duties and Responsibilities:

• Responsible for understanding and managing the Return Material Authorization (RMA) process
• Responsible for entering orders, including the placement of vendor purchase orders if necessary
• Responsible for notifying the customer that their order has been received via an order acknowledgement.
• Responsible for obtaining vendor confirmations and checking those confirmations against our purchase order for accuracy.
• Reviews and monitors each order to ensure timely product delivery.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Manage large amounts of incoming emails and calls from customers and vendors.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Follow communication procedures, guidelines, and policies.
• Special projects as required.

Qualifications: 

• Bachelor’s degree is desired, but not required
• Experience in a customer service setting is a plus
• Solid computer skills including Microsoft Office products.
• Strong organizational, communication, and listening skills.
• Ability to problem-solve and show critical thinking.