Customer Service Rep

Duration: 12 months with potential to extend
Location:  Andover, MA

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. 
• Call taking. 

Role Overview 

Stimulating and guiding of more 
complex world class customer 
service processes. 
Operates more autonomously 
within procedures, methods and techniques. 

Dimensions Relating to Know-How: Technical Know-How, Management Breadth, Human Relation Skills 
• As a skilled specialist, 
completes tasks in resourceful 
and effective ways. 
• Typically requires a minimum of 
4 - 6 years of related experience. 

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