Customer Support Specialist - Repairs Willingboro, NJ

Repair Sales & Service Coordinator

The primary duties of this Repair Sales Specialist position will be the approval and follow up process for repairs. This role also manages the BER and Outsource function while maintaining a positive Radwell image to ensure a high level of customer experience.

Provide excellent Customer Service when speaking with customers

Answer incoming phone calls, chats, or emails (interactions) through Genesys

Wrap up the phone call, chat, or email (interaction) with the correct 'Wrap Up Code' for tracking and data purposes

Proactively work on your pending request to limit multiple follow ups from the customer

During or after a customer discrepancy is resolved, continuing to work with each department at Radwell for continuous improvement and corrective action. These departments are included but not limited to:
Shipping, Warehouse, Production, Procurement, Accounting, Quality, Receiving, Sales (inside/outside).

Add detailed notes in Genesys and P21 (or Spectrum when applicable) with what action was taken

Issue Misc. Credits (partial refunds) when applicable

Complete tasks in P21 as assigned

Escalate any/all Customer Service issues to the Service and Post-Sale Supervisor

Assist on special projects as needed

Maintain a high level of organization in all systems including the presentation of your working/desk area

Respond to all customers in a timely, efficient, and professional manner.

Review all information in both P21 and Spectrum prior to processing quotes/orders.

Send quotation via email to customer. For credit card and rush repairs, it is imperative to call within an hour of sending the quotation. If a purchase order is provided, please review the hard copy and process appropriately.

Rush Repairs must be processed prior to 3pm.

Pre-approvals must be processed same day.

Transfer quote to order with accuracy.

Process all payments accurately (Terms, Credit Card, Wire, etc.).

Manage internal and external phone calls daily.

Handle Outsource repairs by working with customer, vendor and purchasing department.

Handle BER requests fully

Provide a high level of customer service and support.

Follow up once a month on all repairs in Pending Customer Approval statuses maintaining a sixth month holding period.

Monitor and complete all P21 and Spectrum tasks within 24 hours of receipt.

Work jointly with inside and outside sales staff to close orders.

Enter all information internally and externally into Spectrum as it is received in order to maintain a high level of awareness between departments.

Monitor all incoming emails sent to  and  daily and address accordingly.

Contribute to team efforts to accomplish departmental goals.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

Manage in-house summary daily. Assuring all jobs are up to date and in the correct status, with recent customer communication.

Some duties and responsibilities may be modified, removed, or added to accommodate current workload

Metrics and Measurements

90% of incoming phone calls are answered

100% of incoming chats are answered

100% of incoming emails (interactions) are answered

Ensure no interaction is in your queue unanswered for more than 24 hours

Ensure no task in P21 assigned is not addressed within 2 business days

30 Outbound Calls Daily for Repair Approvals

20 Quotes Sent Daily for Repair Approvals

Supervisory Responsibilities

None required

Knowledge & Skills Required

• Strong Computer proficiency
• Being able to multi-task and ability to work at a fast pace
• Attention to detail
• Problem solving abilities
• Good communication skills
• Ability to work independently and with others
• Self-motivated
• Effective verbal and written communication skills including note taking
• Ability to prioritize and manage time effectively
• Demonstrates consistent, reliable attendance and punctuality; reports to work as scheduled and maintains dependable presence to support team operations.

Education & Experience

High School Diploma or equivalent preferred

1 to 3 years related customer service experience and/or training preferred

Experience in these programs is a plus: P21, Genesys, Salesforce, ADSI, and Microsoft…