Job Description
Job Description
JOB SUMMARY: The Technical Support Representative is responsible for handling phone calls and electronic mail correspondence relating to questions and issues about Merits products, parts, and services.
ESSENTIAL JOB DUTIES & RESPONSIBILITIES:Carries out responsibilities in accordance with the organizational policies and procedures. Essential duties and responsibilities include, but are not limited to, the following. Other duties may be assigned as needed.
· Collaborate with cross functional teams as needed to provide excellent customer service.
· Answer incoming phone calls and incoming electronic correspondence regarding issues on products and parts.
· Provide basic support and exceptional customer service to answer questions and resolve issues and concerns.
· Create cases, enter RMA’s, enter quotes, convert quotes to sales orders, and/or document all calls in ERP system and follow up as needed.
· Properly and professionally handle, reroute, and/or escalate technical or serious issues to leadership or appropriate staff as needed.
· Review and observe trends for proper and timely reporting of quality issues.
· Assist team members with questions regarding customer issues.
· Contact customers regarding the condition of returned items or updated orders.
· Maintain cleanliness of department and individual workstation.
· Assist other Customer Care Team members as needed.
· Follow company safety policies and participate in Safety Training as required.
· Participate in Company training as required.
· Performs other related duties as assigned.
COMPETENCIES & QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
· Abide by Company safety policies and participate in Safety Training as needed.
· Have mechanical/technical skills or have mechanical/technical aptitude to learn and understand company products within a reasonable timeframe after position commencement.
· Must have very strong customer service skills.
· Excellent organizational and problem-solving skills are needed.
· Proficiencies with Microsoft Office applications are needed (Outlook Word, Teams, and SharePoint).
· Have excellent organizational skills and have the ability to multi-task in a fast-paced environment.
· ERP and/or CRM experience is required.
· Data entry experience is necessary with the ability to accurately type at least 40 WPM.
· Have a willingness to work overtime, arrive early, and/or stay late according to business / project needs.
· Must be dependable with an excellent attendance record.
· Must abide by Company safety policies and participate in Safety Training as required.
· Must speak, read, and write English and have excellent verbal and written communication skills.
· Must be legally authorized to work in the United States.
Educational Requirements: A high school diploma with one (3) year of relevant customer service and/or call center experience; or an equivalent combination of related experience, education, and/or training.
Physical Demands: While performing the duties of this job, the employee is required to stand, walk, stoop, kneel, crouch, or balance; use of hands to handle or feel objects, tools, or controls; reach with hands and arms; frequently required to talk or hear. The employee is required to safely lift or move up to forty (40) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment: While performing the duties of this job the business office atmosphere, the noise level in the work environment is usually quiet to moderate, cool to ambient climate temperatures and moderately clean.
While performing the duties of this job in a warehouse and/or manufacturing operations atmosphere, the employee will need to work near moving mechanical parts. The noise levels in these work environments can be moderate to loud; ambient climate temperatures to occasional humid and hot (depending on season), dry, dusty to moderately clean. Employees may need to wear/use safety equipment / PPE which will be provided by the company.
Company DescriptionMALEKO PERSONNEL is the leader in specialized industrial, production, and logistics staffing. We represent a variety of professionals, including assembly, shipping, receiving, and inventory control specialists, certified forklift drivers, and warehouse professionals. If you're looking for short-term or long-term assignments, competitive pay rates, and a variety of shift options you owe it to yourself to give MALEKO PERSONNEL a look. MALEKO has proudly put together a team of highly skilled and seasoned professionals who understand and embrace the pursuit of customer satisfaction and are ready to work for you!
Company Description
MALEKO PERSONNEL is the leader in specialized industrial, production, and logistics staffing. We represent a variety of professionals, including assembly, shipping, receiving, and inventory control specialists, certified forklift drivers, and warehouse professionals. If you're looking for short-term or long-term assignments, competitive pay rates, and a variety of shift options you owe it to yourself to give MALEKO PERSONNEL a look. MALEKO has proudly put together a team of highly skilled and seasoned professionals who understand and embrace the pursuit of customer satisfaction and are ready to work for you!