Associate Customer Service Representative
Intermec - Pittsburgh, PA

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Vocollect, a business unit of Intermec, is the number one developer and manufacturer of voice solutions for mobile workers worldwide, helping customers achieve a higher level of business performance through voice. Every day, Vocollect and its partners enable over 400,000 workers worldwide to distribute more than $4 billion dollars' worth of goods.

We are seeking a Customer Service Representative in our Pittsburgh, PA location.

Position Summary:

Knowledgeably assist customers regarding Vocollect products and services. Ensure a positive business experience for all Vocollect customers, both external and internal.

Position Responsibilities:
•Serve as a customer advocate in internal meetings and communications by escalating customer support and product issues appropriately
•Process internal orders
•Work with customers to resolve issues in a timely manner
•Provide timely and accurate data to the sales team to address customer issues and requests
•Maintain accurate database information
•Assist in development, implementation and administration of special program offerings
•Serve as backup RMA Specialist, as needed
•Support various RMA processes:
oInvoice customers for billable repairs
oProcess warranty replacement orders
oWork with customers to insure equipment is returned per support policies
•Process vendor orders
•Process warranty replacement orders
•Participate in identifying, creating, implementing and maintaining RMA related processes and procedures to support Vocollect Quality Management System
•Assist Customer Service Representatives with order entry, order audits and other duties, as needed
•Have a clear understanding of product and services offerings
•Support customer accounts, as assigned

Position Qualifications:

BS Degree in Business Administration or equivalent experience required

4-5 years previous experience in a customer support function, preferable in a manufacturing environment. Experience with Oracle or similar integrated ERP system

Active listening skills
Excellent communication skills both verbal and written
Strong organizational skills and attention to detail
Problem solving and analytical skills
Microsoft Office with emphasis on Outlook and Excel

Results Oriented
Ability to Manage Multiple Priorities
Conflict Management
Customer Focus
Highly Dependable and Consistent
Continuous Learning
Concern for Quality
Work as a Team and Independently

Intermec/Vocollect is an Equal Opportunity Employer

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