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Customer Support Representative

Date:  Jan 12, 2022
Division:  X-Ray Modules (40000001)
Location: 

Shelton, US

Requisition ID:  5242

The COMET Group is a globally leading Swiss technology firm. For more than 70 years, we have been developing and producing innovative high-tech components and systems based on x-ray, radio frequency and ebeam technology. Consistently able to take advantage of global trends and developments, we grow continually.

 

 

Job Summary:

 

The Order Management Representative is responsible for providing on demand assistance to customers as first level support for North America and domestic order processing. This position is highly audited and requires attention to detail. It helps with prompt issue identification, proper routing and escalation, and will act as a central person to provide routine information on product and services. Receives and follows established processes and procedures. Position reports to the Manager, Order Management.

Shift: Day Shift, M-F.

 

Job Responsibilities:

  • Provide superior customer service and assist with related duties (taking and entering orders, confirming order logistics and other aspects of customer service- related assistance).
  • Become knowledgeable of COMET USA IXM product lines, industry terminology and company operations.
  • Provide support to outside sales and service representatives.
  • Focus on service delivery and recovery and complete other duties as assigned.

 

Job Duties:

  • Process Orders in SAP and regular updating of workflow in the CRM tool.
  • Act as first level, Tier 1, order management support to internal and external customers via phone and email.
  • Monitor inbound email, and phone queues and respond to basic questions regarding order status, price and availability, tracking information, order confirmation/invoice reprints, etc.
  • Triage, and escalate more complex scenarios to other Management, as well as, Technical Support or other external departments.
  • Process urgent inbound purchase orders and miscellaneous orders
  • Ensure proper and concise documentation of inquiries and issues that come in to Order Management to assist with tracking of trends and turnaround time.
  • Respond to all Customer communication messages promptly
  • Maintain Customer orders from entry in SAP to final goods delivery
  • Place and track factory orders with Comet locations worldwide to maximize OTD
  • Own resolution of order and delivery related Customer problems / escalation processes
  • Provide backup support for other OMRs during absence
  • Additional accounts and projects may be assigned, as required
  • Provide consistent and accurate reporting for sales support and business management purposes from SAP and Salesforce.com
  • Provide Business Development team with monthly KPI reports, if needed
  • Provide marketing support for trade shows and conferences, if needed
  • Issue and track RMA’s to completion
  •  

 

Job Qualifications:

  • Excellent interpersonal skills and team player capabilities across multiple departments within COMET IXM’s evolving, fast-paced environment. Ability to build and sustain collaborative working relationships.
  • Ability to read company related technical and non-technical documents and materials and effectively utilize the information in customer service related engagements
  • Energetic, motivated self-starter with proven Customer Service experience within a medical device or manufacturing environment is preferred
  • Instrument or capital equipment order processing preferred.
  • International shipments experience preferred
  • Time- oriented and highly organized individual; strong attention to detail skills
  • Experience and proficiency with SAP, Microsoft applications and keyboard skills. Experience with Salesforce.com is a plus
  • Excellent written and verbal communication skills to include superior telephone etiquette and the ability to effectively work with internal and external customers, managers and staff.
  • Associates or Bachelor's degree or equivalent experience
  • Bilingual in Spanish, French, and/or German is a plus
  • Excellent data entry skills to quickly and accurately review and input data.
  • Ability to effectively prioritize workload and multitask in a fast paced, call center environment required
  • Proven skills in ownership of what it takes to achieve strong Customer satisfaction results
  • Occasional travel may be required

 

Data protection and confidentiality
We take data protection seriously. “COMET AG” and software partner SAP have taken the necessary organizational and technical measures to ensure the confidentiality of your application. All HR personnel and umantis employees have a duty to maintain confidentiality with respect to personal data as part of their employment contract. Automatic 128-bit encryption ensures that your data is transmitted securely. The processing of your data complies with general data security standards based on the latest technology


Nearest Major Market: Bridgeport
Nearest Secondary Market: Danbury