Customer Support Representative I

Overview

Rapiscan Systems, an OSI Systems, Inc. company, designs, manufactures and markets security and inspection systems worldwide. Our products are used to inspect baggage, cargo, people, vehicles and other objects for weapons, explosives, drugs, and other contraband. Rapiscan Systems security and inspection devices can be found in a wide range of locations such as, airports, border crossings, railway stations, seaports and terminals, government and military installations and nuclear facilities. 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, etc., using 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

Skills Required

Navision