Customer Service Administrator

Discover Your Next Big Opportunity:
See Why Quality Vision International Is the Place to Be!

Full-time

Rochester, NY, On-Site

Monday - Friday, 8am-5pm

$19.00-$24.00 per hour, based on experience

Discover Your Next Big Opportunity:
See Why Quality Vision International Is the Place to Be!

The Customer Service Administrator is responsible for providing high-level service and support to QVI customers, channel partners, and internal teams in a fast-paced environment. This position manages customer inquiries, service ticket requests, order entry, parts and service quotes, incoming phone calls, escalations and de-escalations, and support for the Inside Service team. The role requires strong attention to detail, organization, communication, problem-solving and multi-tasking skills.

This team member must be an individual who can refocus quickly after interruptions to workflow and maintain quality and a positive attitude in a challenging environment. They must also communicate effectively with other departments and divisions within QVI. The Customer Service Administrator works closely with Sales, Service, Planning, Purchasing, Manufacturing, and other QVI departments to resolve issues, coordinate activities, and ensure timely follow-up and a positive customer experience.

• Answer phones to provide customer service; initiate callback escalations, on behalf of channel partners, customers, and field techs; dispatch calls as necessary.
• Direct all service inquiries to our Service Request Web Form to create a ticket and assist customers with the process where applicable.
• Enter and expedite parts orders, incidents, service orders, verbal or written quotations and RMA’s that come in via the ticket system.
• Dispatch tickets to the appropriate queue or team member and monitor as needed for proper follow-up.
• Work as a team member in a fast-paced support environment including frequent interface with customers, channel partners, subsidiaries, accounting, management, sales, marketing, engineering, quality, shipping, and manufacturing.
• Identify recurring customer issues or process gaps and communicate opportunities for improvement to management.
• Manage difficult customer relations with understanding and compassion, assuring the customer needs are heard and understood, reassuring our commitment to prompt service.
• Facilitate cross training as needed to assure department-wide backup strategy is kept up to date.
• Documenting operating processes as required to be used in training of new personnel.
• Learn and professionally apply international standards and QVI protocol for shipping, packaging and customs declarations supporting sales and delivery of parts to international partners.
• Monitor and follow up on open customer inquiries, service requests, orders, and issues to ensure timely resolution and communication.
• Troubleshoot customer and service-related issues within the scope of the position and escal to the appropriate department or resource when necessary.
• Troubleshoot customer and service-related issues within the scope of the position and escal to the appropriate department or resource when necessary.

• Associate’s degree in Business Administration, Accounting, or a related field preferred; equivalent work experience may be considered.
• Previous customer service, order management, or administrative experience required.
• Ability to work effectively in a fast-paced, deadline-driven environment while managing multiple priorities.
• Strong verbal and written communication skills with the ability to communicate professionally with customers, channel partners, and internal teams.
• Strong problem-solving and troubleshooting skills with the ability to appropriately elevate issues when necessary.
• Detail-oriented and process-driven, with a strong focus on accuracy, quality, and timely follow-up.
• Proficient in Microsoft Office 365 and able to learn and effectively use company-specific software and systems.
• Strong organizational and time-management skills with the ability to prioritize and manage competing demands.
• Ability to adapt to changing priorities, delays, and unexpected situations while maintaining a professional and positive attitude.
• Ability to work collaboratively with multiple departments and contribute to process improvements and cross-training initiatives.
• Ability to learn and professionally apply QVI procedures and international standards related to shipping,…