Temp Customer Service Representative##Irvine##CA

Nihon Kohden Irvine, CA
Responsible for providing excellent customer service and maintain strong professional relationships. Assist Technical Support, Repair Center and Inventory Management Teams to provide a high level of service to our customers for the repairs and service of their install unit. Process all requests from Technical Support for accuracy and handling of service orders. Process returns and Receiving discrepancies. Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel. Completes related records, reports, and documentation. Performs miscellaneous clerical duties as required.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the accurate entry of customers service orders

a. Receive and process SAP Notification orders from Technical Support Team for Customers on Exchanges, Repairs, Loaners, and service parts; Creates Returns Delivery to receive in returns from customers

b. Process DP90s billing to assist the Accounting Team in order to generate invoice documents

c. Collect Credit Card information for billing purposes

d. Assist with Change of Ownership documents received from Customer

e. Ensures all information are accurately provided with the Notification to prevent billing errors such as Purchase orders and detailed repair services performed

f. Research customer inquiries regarding service billing discrepancies

g. Work closely with the Repair and Shipping Teams to ensure service equipment are processed in a timely basis for customers

h. Assist Technical Support Teams to ensure accuracy of information and ensure proper processing of requests within the SAP system

i. Contact and provide quotes to customers for Purchase Orders on non-warranty repairs; service reports are provided if requested

j. Maintain a balance within the Loaner pool by contacting customers with Loaners one week after the return of their repaired unit

2. Assumes responsibility for effectively performing miscellaneous customer service functions

a. Process Consignment Notifications for servicing NKA owned equipment from Field personnel

b. Works closely with managers and Vice President of Operations Assist with the capitalization process of serialized equipment for the Loaner pool to be used by Customers

c. Assist Service Operation Lead with special projects such as field services and corrective actions

d. Work closely with Inventory Management and Repair Teams to maintain accurate serial history in SAP

e. Assist QA with special projects and requests

f. Maintain and work with Receiving Team to correct and process Returns with Discrepancies

g. Contact customers regarding receiving discrepancies and coordinate receiving or return

h. Create sales orders

i. Assist with Sales Administrator to process returns from Capital Orders

j. Run reports and check Repair Center outgoing shelf twice a day to ensure Notifications are processed in a timely manner

k. Work closely with Technical Support, Repair Center, and Inventory Management Teams to ensure Loaners and Exchanges are processed same day; maintain customers high level of service, satisfaction and expectations.

l. Provide a level of service to assist the Instructor of Patient Monitoring Biomed Training as scheduled throughout the year

m. Process and work with Accounting Department with extended warranties for Patient Monitoring division

n. Create and file credit memos

3. Assumes responsibility for establishing and maintaining professional working relations with customers

a. Provides superior customer service by resolving questions, requests, and problems promptly and courteously

b. Keeps customers informed of Company policies, procedures, and status of their orders and accounts

c. Assists and supports company personnel as needed

PERFORMANCE MEASUREMENTS

1. Customer service is accurate, prompt, and courteous; orders, returns, credit status, etc. are accurately processed

2. Files are correct, current, and well maintained; required reports and records are complete and timely

3. Customer problems are politely and quickly researched and resolved; professional business relations exist with customers and assistance is provided as needed

4. Effective working relations exist with Company personnel; assistance is provided as needed

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