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Customer Support Specialist

SUMMARY
Provides agents, customers, and end users with order information, product and/or technical support by performing the following duties. Duties require thorough product knowledge and training coupled with excellent interpersonal skills in order to facilitate the resolution of product related problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
Analyze and resolve customer inquiries with tact and diplomacy so as to maintain excellent rapport between the customer, the sales representative and MEP.
Communicate effectively at all times while courteously answering questions in person via telephone.
Process orders for material or merchandise received by email, fax, EDI, or personally from customer or company employee. Review orders entered on line by outside agents for accuracy and release. Edits orders as needed and informs agents of unit prices, shipping date, anticipated delays, and any additional information as needed.
Records or files copy of orders received according to expected delivery date. Checks inventory control and notify master scheduler and cell supervisor of orders that would deplete stock, Computes price, discount, sales and shipping charges.
Prepares shipping documents (such as custom papers) when needed. Recommends type of packing or labeling needed on order.
Communicates with programmers and authors regarding bugs and follow-up to make sure fixes are received and tested. Other inside company contacts includes sales/marketing, manufacturing, operations, design engineering, manufacturing engineering, purchasing, accounting, and shipping.
Responds to customer inquiries on the telephone, through on-line networks. By fax, or by email. Provide on-line technical information for electrical and mechanical troubleshooting and for product installation, sizing, layout, and operational inquiries. (Outside contacts might include customers, contactors, agents, service representatives, electricians, architects, and engineers).
Handles customer problems that appear to arise from the use of the product. Handles requests for replacing defective parts.
Complete, maintain, and process pertinent paperwork and records. Maintains a library of current installation and instruction manuals on all MEP products.
Assists in cross-functional product teams.

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