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HITACHI HIGH-TECH AMERICA, INC.

POSITION DESCRIPTION

POSITION TITLE: Customer Support Representative I

DIVISION NAME: Environmental Business Division (EBD)

REPORTS TO:  Senior Manager, Sales & Service Logistics

POSITION STATUS: Full-Time

WORK LOCATION: Dallas, TX (DLS)

WORK STYLE DESIGNATION: Hybrid (+50% Onsite)

WORK STYLE REQUIREMENT: Onsite - 3 Days / Remote - 2 Days

FLSA STATUS: Non-Exempt

TRAVEL REQUIRED: 0%

POSITIONS SUPERVISED: None

EXPECTED PAY RANGE: $15.93 to $21.91 an hour

The pay ranges listed above are for each position’s base pay only. This position may be eligible for other compensation including incentive pay and/or allowances. Candidates will receive additional information during the interview and selection process.

POSITION SUMMARY

The Customer Support Representative I is responsible for providing service support to customers with regard to service calls, product orders, returns, and resolving customer complaints.  In addition, the CSSR will coordinate with other departments (including various members of management) to provide customer support satisfaction.

PRIMARY RESPONSIBILITIES

• Effectively interface with customers and field service personnel.
• Handle computerized messaging, service call maintenance, and dispatching of service calls.
• Order entry received by phone, fax, mail, and electronic data interchange.
• Review customer orders for proper pricing, terms, and conditions.
• Provide written and verbal quotations to customers.
• Work with system information and Material Management to determine product availability.
• Determine proper authorizations for product returns and generate associated documentation.
• Research information for customers using computer resources, manuals, and technical drawings.
• Research information for technical support staff members.
• Other duties as assigned.

EDUCATION, LICENSES, AND/OR CERTIFICATION REQUIREMENTS

• High School Diploma or equivalent.

EXPERIENCE AND TRAVEL REQUIREMENTS

•  Customer service training (i.e., handling difficult customers, phone etiquette, etc.)
• One (1) year customer support/sales administration experience or equivalent
• Prior direct order processing experience is a plus
• Familiar with CRM/ ERP - SalesForce/SAP.

SKILLS AND ABILITIES REQUIREMENTS / SAFETY REQUIREMENTS

• Outstanding customer service skills
• Excellent communication skills, collaborator.
• Able to think creatively and find solutions to complex situations.
• Proficient in Microsoft Outlook, Excel, and Word.
• Exhibit a positive and professional attitude when interacting with both internal and external customers.
• Ability to utilize CRM and ERP systems effectively to organize customer interactions and sales order details.

POSITION - SAFETY RISKS AND HAZARDS

Warning:  Due to the nature of the work environment, this job may require working on equipment or in work areas where electromagnetic frequencies may be present from some of the equipment (intensity may vary) which could possibly interfere with certain medical implants or devices. If you have questions, contact Human Resources.

EQUIPMENT REQUIREMENTS

• Ability (with or without accommodation) to use standard office equipment including a laptop computer, telephone, copy machine, fax machine, etc. 

Equal Opportunity Employer (EOE)

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected]