Customer Service Representative

Location: Spokane, WA

Description

We are looking for a Customer Service Representative with superior communication skills to work closely with customers to ensure total customer satisfaction. The CSR will be responsible for estimates, planning and coordinating activities for designed commissioning, and proactive/reactive leadership of field service projects from customer contact and/or receipt of PO through field start-up. To CSR will be responsible for ensuring that the goals and objectives of the field installations are accomplished within the prescribed time frame and budget parameters.

Responsibilities

  • Performing outbound calls to follow-up on services recently delivered and regularly contacting key account representatives to promote customer satisfaction and retention
  • Reviewing all customer surveys and communicating findings to leadership and marketing teams; following up to ensure all issues are resolved to the customers’ satisfaction
  • Ensuring service schedules are complete, up-to-date, and accurate
  • Communicating order progress to customers and the service and leadership team members on a weekly basis
  • Answering inbound customer service calls and responding to customer requests
  • Preparing quotes and processing orders for new machine commissioning, aftermarket machine upgrades and refurbishments, and reactive machine service requests
  • Coordinating with internal and external customers regarding the scheduling, scope, documentation, and contractual requirements of service orders to ensure clear definition for a successful customer experience
  • Performing additional customer service clerical duties, including travel arrangements, dispatching, service invoicing, reviewing and authorizing trip reports, reviewing parts requests, and appropriately filing service reports and supporting data
  • Serving as back-up receptionist when needed

Qualifications

  • Bachelor’s Degree in Business or a related field of study
  • Minimum of 3 years of formal customer service/complaint resolution/customer retention experience in a fast-paced environment
  • Experience directing/coordinating technical resources and managing internal business processes
  • Demonstrated ability to successfully manage assigned projects
  • Persuasive and creative problem-solving skills
  • Excellent verbal and written communication skills and dynamic telephone etiquette
  • Demonstrated ability to provide sound judgment and the ability to organize and lead cross-functional meetings and people in a professional manner
  • Excellent organizational and multi-tasking abilities, with a strong attention to detail
  • Demonstrated ability to listen to customer feedback and show empathy
  • Proficient using Microsoft Office Suite, ERP systems (Epicor preferred), and CRM systems; solid proofreading and basic math skills

Benefits

  • Competitive pay DOE
  • Top-tier benefit plan including Medical, Dental, Vision, Lift, Short and Long-Term disability, and EAP
  • 401K with matching contributions
Pearson Packaging Systems is an Equal Opportunity Employer.