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Company Contact Info

  • 7000 Monroe Street
    Greater Chicago Area, IL 60527
  • Jill Dingels

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Technical Customer Service Representative

Midtronics • Greater Chicago Area, IL

Posted 23 days ago

Job Snapshot

Travel - None
Experience - 1 to 5 years
Customer Service


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Job Description

Midtronics is looking for extremely talented and driven individuals who have passion for customer satisfaction, quality and success.
In this fast paced environment with a focus on continuous improvement and professional development, our employees have the opportunity to work on creative, challenging products while growing their career. 
The primary function of this position is to provide front line product technical support for customers by answering inquiries received via phone, email or from internal channels. The Specialist will be responsible to initiate and provide ownership of support cases and follow through until the case has been resolved,
closed or reassigned to another individual or department. This position requires an individual that has a problem solving mindset, solid eletro-mechanical skill-set, and the ability to navigate across departmental lines, utilizing all available resources to solve issues.

Job Functions
* Provide world class customer support via phone and email in a high volume technical support call center
*Acquire and maintain product knowledge and become a subject matter expert for Midtronics products
*Troubleshoot product related issues with the customer on phone calls and via email
*Enter and manage support cases into the business system related to customer's inquiries
*Enter and manage Return Material Authorizations (RMA) and return instructions related to customer's returns for service or credit
*Work directly and collaboratively with Sales, Product Management, Engineering, Service and other internal support to resolve and/or escalate customer issues and concerns
*Enter new customers per process
*Coordinate customer information updates with the Customer Service Team Lead.
*Process both domestic and international sales orders as required
*Process Credit Card orders as required and per process
*Coordinate with Service, Operations and Sales to meet shipment deadlines
*Work collaboratively with the Service team to resolve any issues that arise from a product returned for service
*Provide necessary shipment paperwork and shipment quotes as requested or required
*Communicate shipment data and documents to customer, including shipping status and tracking numbers
*Prepare and monitor various documents sent to customers
*Respond to a wide range of customer requests via phone, fax, & e-mail
*Resolve or escalate appropriately shipping issues with customs / lost packages / documentation
*Manage complex customer accounts, returns processes and reporting needs as required
*Other projects as assigned by the Customer Service Manager or Team Lead

Job Requirements

Job Qualifications:
5 years experience providing technical support in a professional setting, comparable technical field experience or combination of both
HS Diploma or equivalent required, Degree preferred
Automotive field experience preferred
Technical aptitude or electro-mechanical skill-set required
Excellent interpersonal, written and oral communication skills
Excellent listening skills and the ability to ask probing question, understand   concerns, and overcome obstacles/objections
Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers
Ability to learn and navigate new software/business changes quickly
Excellent attention to detail and accuracy
Ability to multi-task/manage multiple projects at one time
Knowledge of Windows based software programs including MS Office and MS  Outlook
Knowledge of business system Epicor a plus.
Ability to type 30 wpm+

Abilities Requirements:
Must be able to sit or stand for long periods of time at a desk in a call center environment
Must have the ability to type, use a mouse, and view a computer monitor
Must be able to communicate with customers via phone, email and in person
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