Customer Support Administrative Assistant

at  BAUER COMPRESSORS INC

POSITION SUMMARY

The Customer Support Administrative Assistant is responsible for providing clerical and administrative support to the Customer and Field Service teams, department managers, and external customers. The Customer Support Administrative Assistant has a quick response rate for critical and time sensitive tasks in a fast-paced on-demand environment. The Customer Support Administrative Assistant reports to the Customer Service Manager.

ESSENTIAL SKILLS AND EXPERIENCE

• High school diploma or equivalent.
• A minimum of two years working in a fast-paced customer service environment.
• Must possess acute multi-tasking ability.
• Demonstrate a sense of urgency with strong attention to detail and problem solving skills.
• Able to organize, prioritize, execute, and follow-up on tasks on both an individual and team environment.
• Strong customer-focus to ensure a world class customer support experience for BCI internal and external customers.
• Excellent verbal and written communication skills.
• Strong technical skills in Microsoft Outlook, Word and Excel, with an ability to type efficiently and accurately.
• Strong customer service skills accompanied with a high level of professionalism.
• Ability to work independently in a fast-paced environment.
• Ability to learn Made2Manager (M2M) and ZenDesk.com software.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Able to write routine reports and correspondence.
  Bauer Compressors is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, genetic information, gender, gender identity, gender expression, national origin, race, religion, sexual orientation, or veteran status.
  An E-Verify Company. A Drug-Free Workplace.
  Virginia Values Veterans (V3) Employer.
  XJ

Include the following, but other duties may be assigned.

• Ensure that incoming customer calls are handled in the most efficient manner.
• Efficient and accurate assignment of incoming customer requests in ZenDesk for all incoming calls.
• Display a positive, helpful and problem-solving approach to sometimes challenging situations.
• Ability to process all required daily tasking with consistent interruptions, change in priorities, customer requirements, and customer request. Internal and external.
• Ability to manage priorities and work with little supervision.
• Compose and type routine correspondence (labels memos, envelopes, etc.).
• Prepare and process outgoing mail and correspondence including e-mail and phone calls.
• Organize and maintain filing system, file all correspondence and other records – in electronic format vs paper.
• Process warranty orders and warranty information in the most efficient manner. Ensure that these are processed at 100% accuracy as soon as submitted from the customer.
• Assist in creating sales orders and job orders for upcoming service related work in the most efficient manner and the highest possible accuracy. (Act as a backup to the Customer Service Manager for processing as needed and in absence. Add/Order parts/materials to the job and MPL for warehouse distribution if required).
• Process all Return Material Authorization Requests from customers when requested and received at BAUER. Complete weekly audit to ensure all received RMA’s are closed out.
• Daily data entry/weekly processing of payroll for the complete Customer Service and Field Service department for Norfolk and remote locations.
• Ensure all orders are accurate for billing based from the provided quotation of all service related sales orders/job orders. Close appropriately and accurately. Ensure proper product classes are being applied and all other relevant information is accurate before closing jobs and sales orders.
• Complete weekly review/audit of all open jobs with the CS Manager for completion and release date accuracy in SFM.
• Assist in general documentation and dispatch of all export related packages when needed.
• Provide warranty related information/warranty forms to customers as requested.
• Continuously strive to find better and more efficient ways to handle the assigned tasks in order to improve efficiency within the department.
• Assist with keeping all training records for training classes as required. (Payments received, Sales Orders are accurate for billing process by our accounting department).
• Assist with prepping for training sessions at Bauer.
• Regular and reliable attendance.