CUSTOMER SURPPORT SPECILIST

Novation Solution headquartered in Austin, Texas is a subsidiary of INOVATIONS SLV CORPORATION Incorporated (A Delaware Company) an established leader in the electrical industry. INOVATION Building Automation is a strong proponent of innovative, integrated and simple energy saving lighting controls.

Position Overview:

The Customer Service Representative retains and encourages increased business from customers by efficiently and courteously satisfying their needs with respect to ordering, shipping, invoicing, claims and adjustments, inquiries, complaints and related activities. Provides technical assistance in regards to product application and product substitution/replacement. Acting as the principal point of contact between customers and the Company, the Customer Service Representative is recognized as performing a vital function in the chain of customer satisfaction.

Responsibilities:

• Accept and enter into the system all new orders sent to Customer Service. Look up appropriate data pertaining to the order (customer number, consignee number, quote number, etc.). Verify the order with the customer for accuracy. Continuous improvement is required, as skills and knowledge increase.
• Accept and enter RUSH orders sent to Customer Service and follow through for shipment. Provides air bill numbers, flight numbers and routing of air shipments to our distributors when requested. Expedites delivery of urgently needed distributors’ orders through production control and other manufacturing locations.
• Communicate production information, shipping data, stock availability, product crossover requests and order information to our agents and distributors. Take care of customer follow-ups daily.
• Personally handle all requests for order changes or cancellations to orders in the system. Note in text of the order that change/cancellation was made indicating the data of change, the name of the person requesting the change, and the actual change made to the order.
• Handle incoming calls relative to taking new domestic distributor orders, order changes, order cancellations, incorrect shipments, requests for proof of delivery, verification of shortages and invalid/discontinued/suggested replacement items. Provide price and delivery as required. Continuous improvement is required as skills and knowledge increase.
• Maintain good customer relations at all times. Provide reliable and prompt communications to and from agents and distributors. Must be able to analyze and evaluate problems that arise, and solve or get the answers expeditiously and thoroughly. Advise Supervisor or Manager of Customer Service of any problems (difficult customers, extended production dates, etc.).
• Handle customer complaints in a courteous, helpful, professional manner. Assist Customer Service Supervisor is handling escalated issues and labor/ back charge claims.
• Provide changes to customer addresses or telephone numbers. Work with Corporate office in setting-up new customer accounts.
• Assist with customer support for OEM, National Accounts and International Accounts. Process new orders, order cancellations and changes, quotations and special requests. Issue Pro-Forma invoices and coordinate freight forwarding as necessary. Maintain account files for OEM, National and International Customers.
• Assist with entering into the system requests to customer service for returned goods permit. Look up appropriate information pertaining to the request (order document, quote information, etc.). Fax a copy of the permit to the distributor if requested.
• Assist the Customer Service Supervisor with Deduction Resolution. Provide support to Corporate Accounts Receivable in resolving billing disputes.
• Accept and write up form for literature requests. Handle the mailing of small requests for literature (i.e. one catalog required). Send large requests for literature to advertising for handling.
• Perform other duties as necessary. Assist in other functions, projects, reporting etc. as required.

Education and Work Experience Required:

• High School Diploma.
• Good command of the English language with strong verbal and written skills are needed.
• Must be able to analyze and evaluate problems that arise, and solve or get the answers expeditiously and thoroughly.