OEM Customer Care Specialist

CLEVER DEVICES LTD - Woodbury, NY (30+ days ago)3.4

The OEM (Original Equipment Manufacturer) Customer Care Specialist will help play a key role in maintaining the utmost in customer satisfaction in creating and maintaining contracts, sales orders, customer purchase orders, customer & service returns and tracking all projects and status reports with our OEM partners. Customer satisfaction is to be maintained through ownership and working with team-members and other departments, as needed, to reach resolution on all customer requests.

Primary Responsibilities:
Receive, process and confirm customer Purchase Orders
Request quotes if one is issued, from Sales/Pricing Department
Review relevant quotes pertaining to the Purchase Order to confirm pricing
Working with Application Engineering on the preliminary BOM request
Includes reviewing customer requirements/bus specs, RFP requests and scope of work
Work with Account Manager on quoting new opportunities and entering them into Microsoft CRM
Follow up with pricing on finalized quote
Send finalized quotes to customer
Review priced BOM once issued by Pricing after a BOM has been released
Coordinate with Project Managers on the schedule for PDI (post-delivery inspections) at the transit authority, similarly with ATP at the OEM site for the first bus
Understand bus build forecast and setup revenue placeholders accordingly (quarterly)
Main point of contact to escalate issues and push through quotes and requests with engineering
Responsible for data entry using Microsoft Dynamics AX 2009
Review Production Report daily and communicate all production requirements on a daily and weekly basis.
Respond promptly to customer inquiries
Process vendor returns and follow-up on repair status
Provide timely and accurate information to incoming customer order status and product knowledge requests
Process customer orders/changes according to established department policies and procedures
Process customer and service returns according to established department policies and procedures
Work closely with the Finance Department to resolve disputed payments
Contributes to the development and maintenance of standards, policies and procedures regarding customer service
Regularly provides feedback on the soundness and effectiveness of the customer service department’s policies and procedures
Adheres to all corporate policies, guidelines and statutory requirements and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area
Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel
Provides back-up support to other group members in the performance of job duties as required
Answers customer inquiries/communications as required
Attends regular customer service departmental meetings
Provides activity/statistical summary reports each week to Customer Service Manager
Performs other related duties as assigned by management
Professionally handle incoming requests from external and internal customers and ensure that issues are resolved both promptly and thoroughly
Thoroughly and efficiently gather customer information, access and fulfill customer needs and educate the customer where applicable
Provide quality service and support in a variety of areas including, but not limited to: billing, placing orders, and system troubleshooting
Maintain a balance between company policy and customer benefit in decision making
Handles issues in the best interest of both customer and company
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Responsible for compiling and generating reports as they relate to customer service

Skills Required:
Commitment to company values
3+ years Customer Service experience
Experience providing technical support to end users in a Level I or Level II support environment
Must be detail-oriented, have strong troubleshooting and communication skills
Must be able to organize and prioritize a large number of tasks at any given time
Strong negotiation and influencing skills
Strong computer skills using MS Office including Word, Excel, Outlook as well as ability to use new programs such as Microsoft Axapta
Highly developed sense of integrity and commitment to customer satisfaction
Demonstrate passion for excellence with respect to treating and caring for customers
Ability to communicate clearly and professionally both verbally and in writing
Has a pleasant, patient and friendly attitude
Strong decision making and analytical abilities
Strong detail orientation and communication/listening skills
Willingness to work a flexible schedule and occasional overtime when needed
Possess a strong work ethic and team player mentality
Associates Degree preferred