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Customer Service Representative (BOX-1516)

Company: National Technical Systems
Location: Fullerton
Posted on: October 17, 2020

Job Description:

*
*

NTS is seeking a Customer Service Representative to work in the capacity of Order Booking Administrator. In this role, you will manage a book of inactive/dormant customer orders where CRD (Customer Ready Date) is unknown, CRD is 60 days out or there has been no activity on the project within the last 30 days and no activity scheduled in the next 60 days. Will be primarily focused on working with customers to schedule dates for testing. Manages the inactive/dormant projects to get them to an active state for the lab to work. Coordinates hand- off of a dormant project to active project with the lab Program Manager. Provides the level of customer engagement required by type of project and specific customer to ensure the customer's needs and expectations are met. Acts as a customer service representative and focuses on creating a positive customer experience.

RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
* Performs duties with the use of standard SOPs.
* Ensures production tests are turned over for scheduling at the earliest possible date. Works with operations to expedite testing through the facility. Follows standard practices and procedures in managing order book. Builds productive internal and external working relationships. May be responsible for submitting "closing cost" COSs and related invoice. Primarily repeat work, multiple Customer phone calls and emails based on the provided directions and training.
* Is primary point of contact for customer questions and scheduling for Dormant Projects. Communications (emails and phone calls) are at set intervals and also as determined by customer need. In constant contact with customers and helping to drive a positive customer experience.
* Takes complete ownership of projects within book of business. Ownership entails:
1) Fulfilling our commitments and customer needs
2) Delivering projects to operations in a timely manner to ensure schedule commitments can be met (CRDs and PDDs)
3) Understanding project success means ensuring the project is handed off to the Program Manager at the earliest possible date
4) Providing customers with the expected amount of communication
5) Coordinating the flow of work to the facility on dormant projects with Customers and Department Managers
6) Consistently using the best practices of order book management
7) Establishing collaborative and mutually supportive relationship with those responsible for operations
8) Striving to help operations to be successful
9) Striving to help customer have the best experience with NTS possible
10) Manage the quality of backlog by issuing "closing" cost COSs/Invoices and then down booking the project

REQUIRED EDUCATION/SKILLS/EXPERIENCE:
* 1 - 3 years' of customer service experience required.
* Basic knowledge of facility's core business (i.e., Environmental testing, Dynamics testing, EMC testing, etc.).
* Must be organized and practice time management.
* Must have strong communication skills to work with different internal partners and customers.
* Applies company policies and procedures to resolve routine issues.
* Basic MS office skills. Basic VLab and ERP skills.
* Effective communication (phone/email), able to type efficiently, requires full time desk work.

WORKING CONDITIONS:
Test lab with exposure to sudden, loud noises

PHYSICAL REQUIREMENTS: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; climb stairs; balance; stoop; kneel; crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

EEO POLICY STATEMENT: It is the policy of NTS to offer Equal Employment Opportunity to all individuals without regards to race, creed, ancestry, color, sex, gender identity, sexual orientation, marital status, age, national origin, physical disabilities, pregnancy, childbirth, and related medical conditions.

Equal Opportunity Employer M/F/D/V

recruitingteam@nts.com

Keywords: National Technical Systems, Fullerton , Customer Service Representative (BOX-1516), Sales , Fullerton, California

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