Customer Service Representative

Description: Answer customer concerns and questions in a timely manner. Provide information to customers about services offered by Sumitomo. Build sustainable relationships and trust with customer accounts through open and interactive communication. Communicate with customers and receive necessary documents to receive orders for Exchange or for Repair. Respond quickly, professionally, and accurately to customer inquiries regarding quotes, orders, status, returns, and warranties Refer new sales opportunities to Sales team. Answer customer calls and direct them to other departments as needed. Set up new customer accounts and maintain customer database in ERP system Respond to customer queries in a timely manner. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Issue RMA numbers as needed. Request PO amendments as needed and communicate closely with Supervisors. Process order entry and shipment in Epicor. Act as a liaison between customer and Sumitomo. Assist Accounting department to resolve any payment issues. Collect and maintain customer data as needed. Provide support in the absence of Quality Support Coordinator/Shipping. Assist in creating international shipping documents. Handle customer complaints, work closely with Sales and Quality team, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Work closely with the Production team to communicate customer requirements and to enhance On Time Delivery and Customer Satisfaction. Work closely with Production Coordinator to order necessary parts to meet customer’s due date. Work closely with other SHIG team members as necessary. Improve productivity by reviewing overall work process Ensure compliance with SCAI QMS Work to improve cost effectiveness of SCAI processes and procedures Implement DIONS – Dispose, Identify, Organize, Neatness, Self-Discipline Build customer relationships Expedite workflow to enhance On-time delivery rate and Customer Satisfaction. Implements corrective actions to satisfy clientsAdditional Skills & Qualifications: Minimum five years previous experience working in a customer service environment. Possesses the ability to be flexible with duties and responsibilities as necessary. Must have experience and comprehensive knowledge of Microsoft Office Suites such as Microsoft Word, Excel, PowerPoint and Outlook. ERP experience is preferredEligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: ▪ Medical, dental & vision ▪ Critical Illness, Accident, and Hospital ▪ 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available ▪ Life Insurance (Voluntary Life & AD&D for the employee and dependents) ▪ Short and long-term disability ▪ Health Spending Account (HSA) ▪ Transportation benefits ▪ Employee Assistance Program ▪ Time Off/Leave (PTO, Vacation or Sick Leave) About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.