Customer Service Representative

Videojet Technologies, Inc. is seeking a talented
& dynamic individual to fill the position of aCustomer Service Representativelocated inWood Dale, Illinois.
This is an exciting opportunity to join a fast growing, global organization.
The employee will be responsible for providing superior customer service and
driving customer satisfaction, loyalty, and retention through order management,
first call resolution, and support to customers, field service technicians, and
internal staff. Primarily responsible for processing customer orders via phone,
fax and email, duties include processing spare parts and fluid orders,
repair/exchanges requests, and credits. Dispatch service from initial customer
request to opening service call and assigning/paging of the field technician
for installations, repair service, preventative maintenance, and unit down
situations. In addition, assist customers with daily requests for order status
and shipment tracking information.

Primary Responsibilities

• Review customer orders transmitted via
  phone, fax, email, or EDI (electronic data interchange) and ensure orders
  are processed with accuracy in regards to special requirements
• Complete follow-through and tracking of
  customer order to ensure a timely receipt
• Provide timely and courteous response to
  all customer inquiries
• Anticipate problems and initiate actions to
  ensure customers orders are processed and shipped efficiently
• Utilize resources and crisis management to
  support customer down situations

• Complete ownership of all issues received
  and initiate solutions- First Call Resolution
• Represent as customer advocate within
  company VOC (Voice of Customer)

• Accurately open, assign, and page service
  calls to US Field Technicians for installation, repair service,
  preventative maintenance, and unit down situations

• Growing the Business:
• Utilize cross-selling/lead generation
  techniques to create opportunities for increased revenue