Overview

This position handles service related phone calls, emails and other communication from external and internal customers. They will serve as a liaison between the customer and service personnel as well as act as a customer advocate to provide various service options to ensure customer expectations are met. They will also perform all steps to process service orders on SAP system for service personnel.
Will enter credit card transactions or credit memos as needed. Must have strong verbal and written communication skills to accurately convey basic information. Needs the ability to focus on customer fulfillment, loyalty and quality and have excellent planning, organizational and follow up skills. Must be able to work in a fast paced team environment and must possess problem solving, decision making and conflict management skills.

Uses SAP to create service order from notification Examples: SV1, SV2.
Updates/edits order line items and header. Creates and assigns deliveries for shipment.
Reviews, verifies, and sends invoices. Processes credit card transactions using web-based program.
Interfaces with technicians, customers, credit and collections, or others for clarification in order to process orders and serves as liaison between customer, customer service, and service technicians.
Uses SAP to track order shipment status.
Maintains Factory Service Email Database.
Be readily available to answer phones using Cisco phone service for internal and external customers.
Plans and communicates priorities to service technicians.
Enters data into department databases.
Assists customers with promotions and other questions as needed.
Uses SAP to enter other order types as needed to support other service, or sales transactions including, but not limited to, entering credit card transactions, creation of customer accounts, and address setups
Uses MSA’s CRM system
Maintains customer files and records with information specific to each job in process. Provides key metrics to supervisor by maintaining Excel charts and graphs with data extracted from SAP

Special knowledge, skills and abilities required:
Clear and effective written and verbal communication skills.
Strong organizational skills and interpersonal relationship skills.
Demonstrated ability to multi-task in a fast paced work environment.
Proven ability to work in a team with effective team interactions
Proven ability to follow directions.
Demonstrated commitment to customer satisfaction.
Education / Experience Required
Level I:
High School Diploma or GED
1+ year of experience in a customer-facing role
1+ year of experience in SAP or similar MRP system
Demonstrated basic knowledge and ability to use computers including Microsoft Suite, specifically Excel and Outlook.
Level II:
High School Diploma or GED
3+ years of experience in customer-facing role
Demonstrated knowledge of MSA Products, specifically instrumentation, Thermal imagining cameras, and SCBA.
3+ years of experience in SAP or similar MRP system
Demonstrated intermediate knowledge and ability to use of computers including Microsoft Suite, specifically Excel and Outlook)
Education / Experience Preferred
Knowledge of Supply Chain
Post-Secondary or college courses / degree in Business or related field


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