Call Center Representative

Overview

• Provide exceptional customer support for warranty inquiries in a hybrid role within a leading industrial technology company.
• Act as the primary contact for warranty-related issues, ensuring prompt and accurate responses to customer needs.
• Collaborate with internal teams to resolve complex concerns and enhance customer satisfaction.
• Engage in structured workflows to streamline operations and maintain high service standards.
• Support product lifecycle management by addressing warranty inquiries and contributing to process improvements.
• Opportunity to develop expertise in SAP systems and customer service best practices.
• Hybrid work arrangement with mandatory onsite presence on designated days.

Key Responsibilities & Duties

• Serve as the initial contact for warranty-related customer inquiries via phone, email, and SAP systems.
• Document and triage incoming tickets, ensuring accurate information and timely resolution.
• Provide updates on warranty status, shipping details, and credit memo progress to customers.
• Retrieve and correct missing shipping information and tracking data within SAP systems.
• Resolve straightforward issues independently, escalating complex cases to appropriate teams.
• Collaborate with internal departments to address customer concerns and improve service delivery.
• Maintain organized records and contribute to operational efficiency through structured workflows.

Job Requirements

• High School Diploma or GED required; certifications in customer service or SAP preferred.
• Minimum of 2 years of customer service experience; 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 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 designated days.