Customer support role focusing on managing client inquiries and providing assistance for property management software. Engaging communication with customers through various channels.
About the role
- Customer Service Representative overseeing production orders for Teknion, ensuring timely deliveries and effective customer support. Collaborating across teams to manage workflows and resolve issues effectively.
Responsibilities
- Oversight of Orders through the Manufacturing Process
- Responds to all manufacturing clarification questions in an expeditious manner to ensure orders are not stopped in production.
- Manages delay notifications (DN’s) and escalate when deliverables fall out of established timeline for installation.
- Analyses level of urgency and makes recommendations for additional freight expenditures, obtaining management approval as necessary.
- Ensure delivery schedules are submitted within posted Logistics guideline while negotiating with shipping to meet the dealer’s arrival needs for critical shipments.
- Maintains awareness of Change Orders for potential impact to Delivery Schedules and modify schedules accordingly.
- Provides consulting support on LTL Shipments.
- Monitors all back-orders for timeliness of shipping while determining the level of importance for shipping requirements.
- Provides factual details to management for their engagement on escalation needs.
- Alerts and communicates issues with Teknion Sales when appropriate for project specific orders they are involved with.
- Management of Daily Workflow Reviews Open Order Log weekly to ensure all orders are shipping on time. Research and resolve discrepancies.
- Manages SOKL (Set of Keys Alike) key report and confirm Customer’s Own Materials (COMs) are received.
- Ensures a steady movement of workflow in a shared-team environment department email box.
- Determines and prioritizes urgency levels.
- Demonstrates sound decision-making recommendations.
- Adheres to processes and procedures as guidance to ensure company profitability, while showing flexibility to help solve customer issues.
- Support dealer order-in questions and show guidance to customers on pre-order and/or claim processes.
- Establish backup and cross training for seamless transition during non-planned absences and vacation(s).
- Maintain product knowledge: Review and be familiar with all marketing memos, Attend all product launch training sessions.
- Understand where and how product is produced within the Teknion facilities.
- Supports other departments with suggestions, guidance and assistance on issues not necessarily pertaining to an order associated to the region.
- Prompt, reliable and regular attendance.
- Other duties as assigned.
Requirements
- 3-5 years Customer Service Experience necessary
- Associate’s degree or higher preferred
- Related Industry Experience a plus
- Proficient in the complete Google Suite offering along with Word®, Excel®, Power Point®
- Excellent written & verbal communication skills for diverse audiences
- Ability to analyze and develop alternate solution recommendations
- Detail and Multi-task Oriented
- Team Player
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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