Responsible for providing front line customer contact in processing parts orders and inquiries and ensuring rapid and accurate delivery of orders to all customers, administration of service programs, and customer problem resolution.
Collaborates with/Key Customers include Service Planners, Authorized Service Centers, Repair Depot, End User Customers and Canada and Latin America subsidiaries.
In addition to the following Epson's policies and procedures, principle accountabilities include, but are not limited to:
Customer Order Processing
Coordinate parts orders for all customer types by utilizing on-line information, printed reports, and departmental manuals. These customers include Epson Customer Care Centers, authorized resellers, OEM, self-servicers, parts distributors, and EAI subsidiaries. Special agreements, end-users, internal Epson customers, Customers Relations, and other miscellaneous accounts.
Performs data entry into the Cambar system for orders received via EDI, telephone, fax, or mail, with prompt customer notification of backorders, ship dates, and credit holds. Releases orders on credit hold within established parameters.
Reviews whole unit exchange return aging and invoices customers per established policy.
Maintain a fast response time to customer requests with all emergency and priority orders and inquiries processed immediately upon receipt, and all others processed the same day they are received. Resolve routine problems that occur in the parts delivery process, issuing Return Material Authorizations when necessary and making decisions within established guidelines to provide outstanding customer service.
Communicate with team members, Area Managers, Advanced Product Support, Credit, Parts Planning, and the warehouse to ensure the fastest possible delivery time of all orders. Provide information to all customers regarding pricing, availability, part number changes, and upgrades. Assist internal customers in the placement of orders to optimize on time delivery of parts.
Administer service programs including initial Parts Stocking, Upgrades, Training Kits, Epson Plan Purchases, and Epson Extended Care Certificates. Assist in the education of customers for the most advantageous utilization of these programs.
Function as the primary contact for warranty claim status and resolution of warranty claim problems and issues.
Research order status upon request, providing proof of delivery or in-transit information when necessary.
Listen carefully to each customer so that expectations can be met or exceeded to ensure a high level of customer satisfaction.
Other duties as assigned.
1. Builds strong relationships with peers, other departments, and managers to best meet company goals and objectives.
Must be bilingual in Spanish/English.
Experience in an order processing environment.