A customer facing role working with the SLA Customer Coordinators to provide administrative support for SLA (Service Level Agreements) customers. The employee collaborates with internal contacts, including production and logistics, to expedite and schedule repair shipments, runs reports to help with the day-to-day processes of the team to ensure all is running smoothly. They also follow up directly with customers on status for any outstanding RMAs or purchase orders, escalating to management and sales when necessary.

Responsibilities:

• Enter orders as needed in as400 associated with service requests
• Occasionally create service loan EPCNs & agreements in QuoteWeb
• Provide status updates to customers regarding repairs
• Request quotes from Sales Administration as required
• Issue loan return RMAs to customers with service loans out
• Communicate with Failure Analysis (FA) and evTOC Service teams as well as customers regarding basic status questions or issues
• Process/invoice serial numbers in AS400 as required
• Follow up on service loan returns with customers
• Review existing and new SLA’s with Customer Coordinator to ensure overall understanding
• Pull reports and format information for End of Sale and End of Life product history
• Pull and maintain reports for SLA Customer Coordinators
• Administrative duties (filing, interdepartmental communication, etc.)
• Additional tasks as required

Qualifications:

• Post-Secondary Education in related field (Business, Administration) or related experience
• Excellent verbal and written communication skills, critical thinking skills, problem-solving ability, time management skills and interpersonal skills
• Ability to work in a fast-paced environment
• Knowledge of Microsoft Excel, Word, and Outlook
• Some customer service experience is preferred

SKILLS:

• Detail-oriented
• Time management and multitasking
• Ability to work in a fast-paced environment
• Ability to adapt to new and changing processes
• Ability to work independently and as a team
• Strong verbal and written communication

• Enter orders as needed in as400 associated with service requests
• Occasionally create service loan EPCNs & agreements in QuoteWeb
• Provide status updates to customers regarding repairs
• Request quotes from Sales Administration as required
• Issue loan return RMAs to customers with service loans out
• Communicate with Failure Analysis (FA) and evTOC Service teams as well as customers regarding basic status questions or issues
• Process/invoice serial numbers in AS400 as required
• Follow up on service loan returns with customers
• Review existing and new SLA’s with Customer Coordinator to ensure overall understanding
• Pull reports and format information for End of Sale and End of Life product history
• Pull and maintain reports for SLA Customer Coordinators
• Administrative duties (filing, interdepartmental communication, etc.)
• Additional tasks as require