Customer Service Representative - Onsite

Title: Customer Service Representative - Onsite

Mandatory skills:

Customer Care, Service Support,
Order Fulfilment,
Microsoft Excel, SAP,
Salesforce.com, Deal Machine,
contractual terms, payment terms, incoterms,
quotation, order creation, invoicing, material management,
case management, supply chain, engineering,
Repair, Calibration, Service, Manufacturing,
RMA creation, order processing, billing resolution,
Customer policies, International Trade Controls, Health & Safety,
technical support, purchase orders, product delivery, data driven environment,
customer inquiries, customer requests, customer relationship, customer information

Description:

The Services Order Fulfilment Coordinator is the first point of contact for all customer inquiries related to the Repair, Calibration, and Service of client products. In this role, you will be responsible for coordinating and supporting requests involving service from the point of initial customer inquiry through remittance.
Responsibilities / Tasks of the Role:
First point of contact for all customer inquiries related to the Repair, Calibration, and Service of the client products. In this role, you will be responsible for coordinating and supporting requests involving service from the point of initial customer inquiry through remittance.

Essential Responsibilities:
Support day to day needs of all customer requests, including quotations, RMA creation, order processing, and billing resolution.
Coordinate the assessment, evaluation, and troubleshooting of client products throughout the repair and calibration process
Provide customers with technical support via telephone and email as needed, while building and maintaining strong customer relationships
Ensure that timely follow-up is given to orders that require additional customer information and /or purchase orders
Pro-actively work with the Manufacturing and Service Teams to uphold daily operational rhythms to meet or exceed all internal and external expectations
Coordinate product delivery dates between several production sites using SAP, for both domestic and international orders
Develop and foster relationships with supply chain, engineering, account managers and channel partners
Utilize Salesforce.com to communicate with customers and create accounts/contacts
Ensure adherence to all client compliance issues related to Know Your Customer policies, International Trade Controls, Health & Safety, and all other matters of legality and ethics
Maintain a customer focus while working in a fast-paced data-driven environment - Embrace full wing to wing ownership of all commercial operations transactions

Required Qualifications:
Associates Degree from an accredited College or University (OR High School Diploma / GED from an accredited school or institution with a minimum 3 years of experience in Industrial Services)

Preferred Qualifications:
Bachelor’s degree from an accredited College or University, preferably in Business, Finance/Economics, or Engineering
5+ years experience in a Customer Care or Service Support role, preferably in an Industrial setting
Understanding and knowledge of complex commercial terms and ability to support point of contact to ensure execution of contractual terms, including payment terms, incoterms, and T&C’s.
Prior experience utilizing SAP for quotation/order creation, invoicing, or material management
Experience using Salesforce.com or Deal Machine for case management activities
Ability to prioritize and quickly sort relevant from irrelevant information and make good decisions when information is scarce or unavailable
Fluency in Spanish or Portuguese languages a plus
Skill & expertise in customer interaction and pro-active issue resolution
Strong quantitative and analytical skills, specifically with SAP and Microsoft Excel based reports
Expected Role Challenges:
Challenging clients, fast paced environment, multitasking

Essential Requirements of the role (Experience / Skills / Competencies):
5 years experience in similar role, prior SAP experience, ability to prioritize tasks, commercial experience

Desirable attributes of the worker (Experience / Skills / Competencies):
Direct, forward thinker, ability to pivot, decision maker, strong negotiator

Tools or Software (Required / Preferred):
SAP

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008