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Customer Service Representative

Job Snapshot

Cincinnati, OH

Customer Service Representative


Job Description

Formerly referred to as the "Tool Controller" this role usually has the first
contact with the customers that utilize our repair and calibration departments. Excellent communication is a must as is accurate documentation of all communication, both written and verbal, between customer and the CSR. This person receives equipment in the computer, generates a work order, advises customers of costs, stages equipment approved for service, outsources tools and assists in status tracking when appropriate.


¢ Receive all equipment submitted for calibration and/or repair within 24 hours of item physically delivered to CPI.
¢ Receiving requires data entry into our Business Management Software (Indy-Soft based) in order to generate a work order.
¢ Work orders are then attached to tools and staged in appropriate location.
¢ When there is insufficient information to process equipment, customer notifications and/or communication with other departments may be required.
¢ Respond to all customer email and phone inquiries regarding status and approvals within 2 hours of receipt.
¢ Facilitate obtaining quotes from third party vendors, communicate customer requirements, and process all necessary paperwork to facilitate third party service.
¢ Generate a Purchase Order by computer for any tool requiring out-source.
¢ Place the paperwork and tool on the shipping counter.
¢ All Calibration, Repair and Outsource estimates must be processed daily.
¢ All status updates are to be reviewed and updated every 5 business days
¢ All activity to be recorded and documented in the system requiring data entry.
¢ All customer documents, responses, requirements and approvals have to be stored into the software system.
¢ Make any needed markings or additional detail on appropriate work order and deliver the equipment to the appropriate staging area(s)
¢ Work area to be clean and well organized.
¢ High attention to detail required and data entry errors are expected to be below 0.1%.

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PDSI Technical Services is an equal opportunity employer, and does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, genetic information, national origin, age, disability, military service or veteran status or any other characteristic protected by law.  In order to provide equal employment and advancement opportunities to all individuals, consideration of employment staffing submissions are based on demonstrated skills, qualifications, work experience, expertise and expectations meeting the position requirements as specified by the client, including compensation