Job Description
Job Title: Customer Service Quality Assurance Representative
Summary The Customer Service Quality Assurance Representative is responsible for supporting post-sale customer service processes. This includes customer returns, warranty claims, quality alerts, logistical problems, freight claims, and more.
This is a highly technical customer facing position and the successful candidate will deliver superior quality and value to our dealer network while protecting business interests. Must be comfortable with technology, eager to learn, and willing to adapt in a changing environment.
Essential Duties and Responsibilities Employee must be able to perform these essential functions of the position satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.
- Coordinates with Sales Team to triage incoming Customer Service tickets.
- Works directly with customers on returns and problem resolutions.
- Initiates internal investigations, root cause analysis, and corrective actions as warranted.
- Documents the Cost of Quality.
- Communicates with Finance Team to initiate credits and charges to customers.
- Coordinates with Engineering, Manufacturing, and Supply Chain when re-work or exchanges are required.
- Authorizes field repair when necessary to meet customer needs and minimize costs.
- Follows departmental goals and objectives in line with company goals and objectives with emphasis on quality, cost reductions, and productivity improvements.
- Performs all other duties as assigned.
- Complies with the requirements of the company's ISO 9001 Quality Management System (when required).
Physical Requirements - Ability to stand, climb, bend and kneel on an occasional basis.
- Prolonged periods of sitting at a desk and working on a computer.
- Regular manual dexterity/coordination: hand/eye movements, motor control.
- Regular visual effort: concentrated reading of documentation or close viewing of computer displays.
- Able to push, pull and lift up to 30lbs. on an occasional basis.
Required Education/Experience/Skills - High School graduate, or equivalent work experience.
- Knowledge of construction or material handling products and their markets.
- 1-3 years customer support/service experience, preferably as it relates to working with a dealer network.
- Excellent written and verbal communication skills.
- Highly organized with strong attention to detail.
- Ability to work independently and on a team.
- Experience with Microsoft Office products.
Preferred Education/Experience/Skills - B.S/A or Degree in Technical field.
- Experience with Global Shop or similar ERP system.
- Fluent in Spanish a plus