Customer Support Representative I

As the world s leading security screening provider, Rapiscan Systems provides state-of-the-art products, solutions, and services to meet our customers most demanding threat detection needs

• Customer Service Support: Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions
• Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges
• Updates databases with status of returned materials issues and accounts for returns inventory
• Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules
• Ensure service information accessible by sorting and filing documents/forms
• May schedule field service repair calls
• Handles requests for additional company materials
• Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems
• Responsibilities Receives customers requests by telephone ,email or chat analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person
• Analyzes transactions, corrects records, and adjusts errors
• Searches company records under ZIP code, name, account number, etcusing Navision, hard copy documents, requisition information, etc
• from factory
• Traces status of orders through Purchasing Department
• Escalations management to resolve customer issues
• Resolves customer questions related to orders, takes orders as needed
• Maintains liaison with other departments for order completion
• Create orders, mails information, and similar data to customer, as required
• Responds to customers requests via telephone or mail, electronic mail or personal computer when necessary
• Contacts customers or technicians to ascertain clarifying information on orders
• Have knowledge of product line, prices, delivery time, drop ship items, various services, and similar data, as required
• Prepares and forwards preliminary paperwork to RMA Returns and Replacements on problem orders
• Uphold the company s core values of Integrity, Innovation, Accountability, and Teamwork Demonstrate behavior consistent with the company s Code of Ethics and Conduct It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem Duties may be modified or assigned at any time to meet the needs of the business
• Qualifications a) Should have experience of atleast 2 years of working in an international Call Center b) Fluent in english both Verbal and written c) Flexible to work in rotational shifts d) Flexible to work 6th day ( additional day) if needed