Customer Support Representative **POSITION SUMMARY** TheCustomer Support Representative (CSR)is the initial point of contact for inbound customer needs. Interacting daily with customers via phone, email, and web, theCSRacts as a representative of the customer to the company and use all available resources in order to provide accurate and prompt resolutions to customer issues and an overall positive customer experience. **RESPONSIBILITIES** + Takes responsibility for fully supporting customer from quote to invoice process. + Coordinates frequently with local and remote Field Sales, Product Marketing, Global Support, Accounting, Engineering, or Operations staff in order to navigate the path to resolution of customer issues and enable a positive customer experience. + Uses SAP and/or Oracle to provide and update delivery schedules and reporting status to the customer. + Responsible for invoicing and keeping accurate records. + Uses independent judgment in prioritizing and expediting units and examining warranty claims to produce better quality and speedy turnaround of customer requests. + Sales Order Entry – Power, Spare Parts, & SFDC: Order Entry process (SAP) and (ORACLE) + Service Order Administration – Power & SFDC: Service process (SAP). + Routine reporting functions: sales open order report,RMAbacklog, service reports, and revenue reports. + Maintains constant communications with customer and is responsive to both internal and external customer needs. + Executes proper processes for DEMO/EVAL units. This includes record, ship, return, and report on these units. + Clerical tasks as assigned such as filing tax forms and customer purchase orders on SharePoint site and pulling data for audit purposes. + Receives and completes requests from customers to ensure customer satisfaction. + Works with efficiency and effectiveness to handle multiple, time sensitive tasks and meet expectations on metrics. + Works closely with Export Compliance Department on foreign trade transactions to ensure compliance with government exporting regulations. + Works as a member of the team by assisting and supporting each member. + Accomplishes daily tasks reliably and accurately. + Strives for improved functional proficiency. Identifies improvement opportunities within the group and works to remedy them. + Occasional travel for training or customer meetings. Travel expectation approximately 10%. + Other duties and projects are assigned as needed. **REQUIREMENTS** + Degree in Business Administration or equivalent + 3+ years experience in a customer-centric, time-sensitive environment + Demonstrates proficiency in all procedures and processes and completes tasks in an accurate and timely manner + Demonstrates capabilities for being assigned higher levels of customer critical activities and additional responsibilities (e.g. customer visits, participation in QBR meetings, leading projects, assistance with special customs requirements, etc.) + The ability to manage complex customer situations and issues independently. + Previous experience with customer interface including order entry processes, delivery commitments and follow-on communications preferred. + Experience with CRM and or business operating systems such as SAP, Salesforce.com or Model N preferred. + Some technical education or experience in the electronics field preferred. + Ability to communicate in English and Mandarin verbally and in writing in an effective, positive, and professional manner with internal and external customers. + Ability to comprehend, relate, and follow technical product and complex functional/process specifications. + Effective organizational skills and strong attention to detail. + Ability to manage and follow-up on competing priorities, conflicts and problems in a demanding, time-sensitive, customer-centric environment. + Strong computer skills in Microsoft Office (Word, Excel, Outlook), data management, business systems and planning software (SAP preferred). + Must bring a positive and professional attitude with the ability to manage conflicts. + Possess a drive to learn more, increase productivity, and provide excellent customer experiences. + Must have time management skills to work effectively in an organized fashion and provide internal and external customers with prompt follow up.