Customer Service Technician - CRST

Job Details

Description

  • Participates in the weekly phone rotation, taking calls as needed and assisting with product and design related questions as well as job order inquiries. Includes training the Dealer on Crystal's nomenclature and specifications.
  • Receives dealers' requests for resolutions to problems and/or replacement orders; collecting and documenting all pertinent information as well as asking additional questions to get to the root problem.
  • Collaborates with many different manufacturing and quality areas to analyze the relevant information to determine a solution to the problem.
  • Works closely with the Customer Service Manager anytime a decision cannot be made in the collaboration of an issue with other areas, i.e.: labor charges, credit approval, no charge replacement requests, etc.
  • Acts as a liaison between the company and Dealers to assist with complaints, errors, and conflict resolution all within observance of company policies and procedure.
  • Receives dealers' orders, edits incomplete/inaccurate orders / and or floor plans by following Crystal's standard specifications of cabinets which is based on the functional & aesthetic requirements of design.
  • Identifies and initiates special requests for custom items as needed.
  • Interacts with dealers to obtain or verify missing or incomplete information on dealers' orders to ensure an accurate understanding of the order. Also involves training the Dealer on Crystal's nomenclature and specifications.
  • Responds to inquiries from manufacturing specific to orders or special requests that were designed by the Dealer. Interprets the original Dealer design and effectively communicates to manufacturing the desired outcome.
  • Completes dealer change order requests on jobs that are in process.
  • Prints and proofs acknowledgements as well as forwards to dealers for their review and approval when needed.
  • Serves as a resource for dealers to answer questions on how to enter OCS orders in our Workbench quoting/order program.
  • Uses Windows software to communicate via email with internal/external customer and to also obtain information about vendor products, etc.
  • Reviews credit, analyzes, approves/denies up to $1000 for justified defects/errors.
  • Identifies issues and provides input for Workbench, E-10 and PDF catalog as needed.
  • Participates in dealer trainings, travel to visit dealer/shows, etc., but not a requirement.

Qualifications

Behaviors

Preferred

Thought Provoking: Capable of making others think deeply on a subject
Team Player: Works well as a member of a group
Loyal: Shows firm and constant support to a cause
Functional Expert: Considered a thought leader on a subject
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Enthusiastic: Shows intense and eager enjoyment and interest
Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

Preferred

Self-Starter: Inspired to perform without outside help
Job Security: Inspired to perform well by the knowledge that your job is safe
Goal Completion: Inspired to perform well by the completion of tasks
Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization