Customer Service Representative

Be visionary

Teledyne Technologies Incorporated provides enabling technologies for industrial growth markets that require advanced technology and high reliability. These markets include aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research, deepwater oil and gas exploration and production, medical imaging and pharmaceutical research.​

We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.

Job Description

Provide quality Customer Service by interacting with customers including TAPI channel partners and internal departments related to all aspects of processing orders, product pricing, recommending products, order shipment status and other types of standard inquiries normally handled by this type of position.  The Customer Service Representative is the first point of contact with customers and therefore provides an image and first impression of the business and as such individuals in this position must be customer focused and have strong skill sets in all forms of communications and in handling challenging communications with customers. 

Results Expected:

1.         Meets customers' needs and expectation by providing them with information and/or documents such as those listed below: 

            a.         Order Confirmations

            b.         Product Information

            c.         Inquiries about pricing, transportation costs and arrangements, product availability, order status and estimated delivery, etc.

            d.         Requests for quotes, terms, and special products.

            e.         Teledyne API’s channel partners

            g.         other customer questions and concerns including special requests

2.         Provides exceptional Customer Service by always being available for customer’s phone calls and ensuring phones are staffed properly per Customer Service Management guidelines. 

3.         Enters orders accurately and timely finding the best available delivery dates to satisfy the customer's request and communicating as appropriate with customers and internal employees as necessary to ensure the organization is aligned with the details of the order.  Ensure customer receives an order confirmation as appropriate per TDY policy.   

4.         Assures customer questions are handled promptly, efficiently, and accurately by knowing the appropriate person to contact. 

5.     Works with Customer Service Management, Customer Finance Services, Operations, and other departments as necessary to support the need that all shipment holds issues are cleared in a timely manner to allow for on-time delivery.  The focus for this position is to ensure that hold issues managed by the Customer Service Department are cleared and to be aware of other departments holds so that the Customer Service Department can communicate with customers in the event of a potential late shipment.  In the event of late shipments, be proactive in keeping the customers and other internal key personnel informed of future revised shipment dates.

6.         Enters new customers and updates customers’ master records as per TAPI guidelines.

7.      Facilitates the return of merchandise by determining if the merchandise is returnable and if so, follows the company’s policy and procedures to ensure approval documentation is provided for the return.

8.         Keeps informed about all Teledyne API products both present and past, including basic modes of operation and technical specifications by maintaining a detailed reference book and attending scheduled training meetings. 

 9.      Complies with Teledyne’s, API policies and procedures regarding Export Compliance.  Inform supervisor of any concerns of violations that come to their attention.

10.       Recommends process improvements in support of improved customer service.

11.       Maintain an organized work area including keeping policies, procedures and literature organized and updated.

12.