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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
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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.
*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
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+
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