Call Center Representative

Overview

• Support warranty-related customer inquiries in a hybrid role within a global engineering company specializing in industrial cooling technologies.
• Act as the first point of contact for warranty issues, handling inquiries via phone, email, and SAP systems.
• Collaborate with internal teams to escalate and resolve complex customer concerns efficiently.
• Opportunity to work in a dynamic environment with structured workflows and customer-focused operations.
• Contribute to the Americas Team, supporting product lifecycle management and enhancing customer satisfaction.
• Engage in ticket triage, routine inquiry handling, and data retrieval tasks to streamline operations.
• Hybrid work arrangement with mandatory onsite presence on Tuesdays and Wednesdays.

Key Responsibilities & Duties

• Serve as the Tier 1 intake point for warranty-related customer issues and inquiries.
• Manage customer requests through phone, email, and SAP systems, ensuring accurate documentation.
• Triage incoming tickets, verify required information, and assign to appropriate business groups.
• Provide routine updates, warranty status, shipping information, and credit memo progress to customers.
• Retrieve and correct missing shipping details, tracking numbers, and SAP data gaps.
• Resolve low-level tickets independently, closing issues that do not require engineering involvement.
• Collaborate with internal teams to escalate and address complex customer concerns effectively.

Job Requirements

• High School Diploma or GED required; additional certifications in customer service or SAP preferred.
• Minimum of 2 years of experience in customer service or related roles; 3 years preferred.
• Proficiency in SAP systems strongly preferred; familiarity with business operating systems advantageous.
• Excellent communication skills and ability to manage competing priorities effectively.
• Strong organizational skills and attention to detail for accurate ticket triage and data management.
• Ability to work in a fast-paced environment with moderate call volume and structured workflows.
• Hybrid work arrangement with mandatory onsite presence on Tuesdays and Wednesdays.