Customer Service Representative II

Location:

(HTA) BOS (Westford, MA)

Job ID:

R0045964

Date Posted:

2024-03-04

Company Name:

HITACHI HIGH-TECH AMERICA, INC.

Profession (Job Category):

Communications & Corporate Affairs

Job Schedule: 

Full time

Remote:

No

Job Description:

POSITION DESCRIPTION

POSITION TITLE:                            Customer Support Representative II

DIV/DEPARTMENT NAME:           Analytical Systems Division/Operations

REPORTS TO:                                  Manager, Operations

POSITION STATUS:                        Full-Time

WORK STYLE DESIGNATION:     Onsite

WORK STYLE REQUIREMENT:    Onsite

WORK LOCATION:                         Westford, MA

FLSA STATUS (E or N):                 Non-Exempt

EXPECTED COMPENSATION: $16.11- $22.16 per hour*

TRAVEL REQUIRED:                      0%

POSITIONS SUPERVISED:             None

*This pay range is for the position's base salary only. This position may be eligible for other compensation including incentive pay and/or allowances. Candidates will receive additional information during the interview and selection process.

POSITION SUMMARY

Job Summary (Briefly describe what the position was created to accomplish.)
 

The Customer Support Representative II under minimal supervision, will perform a variety of administrative tasks with extensive customer interaction/order processing, and assist the Operations Manager to ensure that daily operations run smoothly.

NOTE:  Indicate functions following each responsibility/requirement description

KEY:    {E} Essential Functions {NE} Non-Essential Functions

(‘Essential Functions’ are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.)

PRIMARY RESPONSIBILITIES

Major Responsibilities/Activities (List in order of importance the essential functions of the job and the approximate percentage of time spent on each of the activities; describe what must be accomplished, not how it must be done; include supervision or management responsibilities, quality, and quantity standards, and % Time (as applicable.)

• Act as first point of contact for our customers, via in-person, email, and telephone. {E}
• Manage the front desk and main phone line for the Westford, MA, office. {E}
• Responsible for managing the Service queue in SalesForce and distributing cases to the appropriate dept/team member’s queue. {E}
• Process credit card payments. {E}
• Assist with sales order processing for customers within in the Americas. {E}
• Maintain customer accounts, including asset & service order creation for Field Services. {E}
• Resolve customer issues regarding lead time, delivery, and or invoicing within 48 hours. {E}
• Assist with biannual physical inventory counts. {E}

EDUCATION, LICENSES, AND/OR CERTIFICATION REQUIREMENTS

• High School Diploma or equivalent.

EXPERIENCE AND TRAVEL REQUIREMENTS

• Min of 2 years’ experience in operations or a customer support related role.
• Familiar in CRM/ ERP - SalesForce/SAP

SKILLS AND ABILITIES REQUIREMENTS

SAFETY REQUIREMENTS

• Outstanding customer service skills
• Excellent communication skills, collaborator.
• Able to think creatively and find solutions to complex situations.
• Proficient in Microsoft Outlook, Excel, and Word.
• Exhibit a positive and professional attitude when interacting with both internal and external customers.
• Ability to utilize CRM and ERP systems effectively to organize customer interactions and sales order details.

POSITION - SAFETY RISKS AND HAZARDS

Warning:  Due to the nature of the work environment, this job may require working on equipment or in work areas where electromagnetic frequencies may be present from some of the equipment (intensity may vary) which could possibly interfere with certain medical implants or devices. If you have questions, contact Human Resources.

EQUIPMENT REQUIREMENTS

Include any protective equipment that must be worn, e.g., ear protection, safety glasses.

PHYSICAL AND MENTAL REQUIREMENTS

Check/Add as needed; indicate codes NOFC (see below)

Physical Abilities Lift /Carry

__O__ Stand

__O__ Walk

__C__ Sit 

__C__ Handling / Fingering 

__N__ Reach Above Shoulder

__N__ Climb or Crawl

__N__ Squat or Kneel

Lifting or Moving

_O___10 lbs or less

_N__ 11-20 lbs

_N___ 21-50 lbs

_N___ 51-100 lbs

_N___ Over 100 lbs

Maximum one person weight