Customer Service Representative III

Job Summary:

Provides first through third levels of programming customer support for both internal and external customers in device support, TLA creation, technical support, customer service and SAP shipping support disciplines. Routinely works on tasks from all required disciplines as required by team workload.

Principal Responsibilities:

• Reviews, assesses, analyzes and utilizes customer supplied information to validate device support and report back to requestor. Interfaces with the programming team, internal and external customers as needed to obtain more detailed device information, answer inquiries and resolve issues. Interfaces with programmer vendors as needed to obtain device support for new first articles and new technology and communicates with the sales teams.
• Monitors SharePoint queue for requests and gather all information required to complete new TLA requests. Performs all required creation, conversion and validation tasks related to programming TLAs and Bills of Material (BOMs). Troubleshoots issues with TLA materials and makes modifications as required.
• Reviews, assesses, analyzes and utilizes customer supplied information to create a functional first article following documented processes. Interfaces with internal and external customers as needed to obtain more detailed first article information, answer inquiries and resolve issues. Provides production support to the operations team, including interfacing with engineering and programmer vendors as needed to obtain support and troubleshoot issues.
• Expedites critical orders during inbound, Work in Progress (WIP) and outbound phases. Responds to inquiries, communicates dispositions, researches orders and discrepancies to provide problem resolution. Provides order tracking, backlog processing, material returns, etc. May provide assistance with pricing for quote preparation, invoicing, credit issues, product returns, and/or other such support to sales team members and/or external customers.
• Processes the hand-off back to the warehouse of all outbound orders and expedites. Troubleshoots aging and problem orders. Responds to inquiries, communicates dispositions, researches orders and discrepancies to provide resolution and provides direct and indirect support to sales team members.
• Other duties as assigned.

Job Level Specifications:

• Extensive knowledge of the organization, job, practices and procedures, enabling a high level of contribution.
• Completes complex assignments requiring significant judgment, initiative and problem solving skills.
• Work is performed under minimal guidance and assigned in the form of desired expectations. Independent judgment is used to determine best approach and creativity is expected to achieve maximum results and handle new situations.
• Collaboration with internal or external contacts. May participate on teams for special assignments. Responds to requests from senior management, internal and/or external contacts.
• Actions may have significant impact to department as well as others. Errors may be difficult to detect and remedy and potentially result in loss of customer business, materials, money and/or time.

Work Experience:

• Typically requires a minimum of five years of related experience.

Education and Certification(s):

• High School Diploma or equivalent

Distinguishing Characteristics:

• Has acquired the knowledge and skills necessary to be proficient in at least three of the five disciplines and has made significant progress toward learning a fourth. Routinely works on tasks from the three required disciplines as required by team workload. Has demonstrated the ability to provide effective training for all known disciplines.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.