Customer Service Rep

Customer Service Rep





JOB SUMMARY:


The Customer Service Representative is responsible for assisting and resolving technical issues for the end user and reseller customers as well as providing necessary product information in order for the customers to purchase the NEC display products that would fit their needs. Logs all necessary information into SAP, processes customer orders, and ensures customers are invoiced for the parts purchased and the services rendered. CS representative also works with other pertinent departments to improve processes and to eliminate inefficiencies resulting from problems residing in SAP.





RESPONSIBILITIES:





1. Effectively, provide technical support (installation, setup, operation, trouble-shooting) to end users and resellers over the phone and/or by emails.


2. Enter customer, product, and service information in SAP, accurately.


3. After proper trouble shooting, process product exchanges or arrange service requests for depot/ASC repair.


4. Review service part purchase orders checking for entry errors or missing information. Contact customer if it is necessary to make corrections and process orders promptly.


5. Run open report and release (invoice) debit memos on completed but open service repairs.


6. Obtain open MRA information from SAP for both finished goods and service parts. Verify key information, make corrections if necessary, and process shipments of available products and parts.


7. Research required data on returned products with no information; update case files; and adjust service request entries allowing warehouse personnel to receive products in the system.


8. Participate in special projects providing specific and special services for major/large customers.


9. Identify programming improvements in the SAP system and work with IT to correct and resolve incomplete or inaccurate transactions.



KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED



1. Knowledge of multiple Microsoft applications (MS Excel, Word, PowerPoint) preferred.


2. Must have good written and verbal communication skills.


3. Must be a high school graduate or have higher education.


4. SAP knowledge is a plus.


santaclara.jobs@necsam.com