Customer Service Representative

Location: Hudson, NH

Onsite Flexibility: Onsite

• Position Type: Contract
• Contract Duration: 12 months
• Pay Rate: $23.00–$26.00 / Hour (USD)
• Shift /
  
  Schedule:
  
  8:00 AM – 5:00 PM
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Reporting to the Service Operations Supervisor within the Global Service organization, the Customer Service Representative employs extensive skills and experience to bolster the client's position as the global leader in thermal imaging solutions through customer engagement, coordination, and administration leading to the delivery of post-sales products and services for a range of thermal imaging and test & measurement products.

• Leverages knowledge and experience in the administration of all phases of the return material authorization (RMA) process for internal and external customers across multiple product lines via voice, email, the service portal, and Oracle case management system.
• Employs strict attention to detail in the preparation of estimates, contract proposals, and maintenance agreements. Prepares export classification and export licensing requests via the OCR system as needed.
• Secures purchase orders and processes payment for the full range of service offerings; maintains all related documentation. Liaises with adjacent functional areas to ensure timely release from tax, credit, and trade compliance holds. Ensures all actions are performed in accordance with corporate finance, legal, and trade compliance requirements.
• Proactively communicates status of open orders and manages customer expectations with the highest degree of professionalism. Is empowered to make decisions to maintain customer loyalty and grow the business.
• Participates in quality reviews of all customer interactions; receives coaching and guidance aimed at delivering the best possible customer experience.
• Receives hands-on training and demonstrates competence on all business systems and platforms including SAP, OCR, Oracle, and the service portal. Leverages technical expertise in testing SAP enhancements and new product features in the SAP NC40 test environment. Provides test reports as needed.
• Supports the growth of the service business by promoting FLIR Care and Protect services, service contracts, and replacement product purchases.
• Work environment is team-based with high focus on cross-training and collaboration. The successful candidate will be punctual, reliable, and self-motivated.

• Experience administering RMA (return material authorization) processes across multiple product lines
• Proficiency with business systems and platforms including SAP, OCR, Oracle, and the service portal
• Experience with SAP NC40 test environment for testing enhancements and new product features
• Ability to prepare estimates, contract proposals, and maintenance agreements with strict attention to detail
• Experience processing purchase orders and payments and maintaining related documentation
• Ability to liaise with adjacent functional areas including tax, credit, and trade compliance
• Knowledge of corporate finance, legal, and trade compliance requirements
• Strong customer communication skills; ability to manage customer expectations professionally
• Ability to prepare export classification and export licensing requests via the OCR system
• Self-motivated, punctual, and reliable with ability to thrive in a team-based, cross-training environment

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

This client is a leading provider of advanced sensing solutions for thermal imaging, threat…