The Customer Service Representative works closely with the customer and with internal Kodak partners, ensuring order to cash processing expectations are met. This role will also create service calls for break/fix repairs.
This is a hybrid position that can sit in either Rochester, New York or Dayton, Ohio.
Responsibilities:
• Support warehouse facilities, supply chain, logistics, Sales, Service, and the credit/collections department.
• Processes orders, returns, credits, discrepancies and manages order status follow-up requests, via phone, email, and Customer Portal/B2B.
• Build relationships and work closely with customers and Kodak internal partners.
• Exercises active listening skills, conflict resolution and negotiating skills with external customers and internal partners.
• Understand customer’s expectations, processes, and needs. Escalates issues or process gaps and participates in activities to address gaps or misses.
• Work with management and other internal Kodak partners to ensure processes are capable of meeting customer’s expectations in an efficient manner.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Analyzing information and evaluating results to choose the best solution and solve problems.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Prompt in responding to inquiries or to notify customers of any planned adjustments.
Desired Education/Experience:
• Strong Customer Service experience.
• Ability to respond to incoming customer inquiries while using multiple systems to accomplish daily tasks.
• 3 to 5 years of Customer Service Experience preferred.
• Experience with SAP desirable, or an equivalent ERP system.
• Experience with Salesforce desirable.
• Knowledge of personal computer-based software applications (MS Office, Lotus Notes and SharePoint).
• Bachelor’s degree, post-Secondary diploma or Equivalent.
Key Competencies:
• Strong problem analysis and problem-solving
• Interpersonal skills
• Communication skills - verbal and written
• Self-motivated and able to work under pressure
• Able to foster and remotely build relationships with internal/external customers
• Attention to detail and accuracy
• Adaptability
• Results Oriented
