Customer Service Representative

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com.

It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.

Summary:

Provides customer service support to the organization by responding to customer inquiries about product, price, and lead time; accepts, verifies, enters and confirms customer orders; may process warranty and/or recall orders and related reimbursements.  Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained

Duties and Responsibilities:

• Receives, processes, and verifies the accuracy of orders from customers utilizing Ricon’s MRP system and customer purchase orders.
• Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem and most appropriate solution; following up to ensure resolution.
• When required, processes warranty and/or recall related orders; verifies accuracy of customer claim; manages database to eliminate duplication of claims; and provides timely and accurate reimbursement.
• Ensures and provides quality service to both internal and external customers.
• Other duties as assigned

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

Education/Experience:

High school diploma or equivalent.

Computer Skills:

To perform this job successfully, an individual should have knowledge of word processing software; spreadsheet software; internet software; order processing systems; and e-mail systems.

Knowledge, Skills and Abilities:

• Strong mechanical/technical ability.  Candidate should be familiar with basic mechanical and electronic troubleshooting, use of a multimeter to measure voltage and continuity, and with using electrical schematics to diagnose equipment failures.  After training, a significant part of the job involves troubleshooting wheelchair lifts over the phone.  This in turn means understanding the operation, and being able to visualize possible failure paths, and responding accordingly.
• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in-group problem solving situations; uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Team Work - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments