DRS Daylight Solutions business provides industry-changing mid-infrared laser light technology for government and commercial markets, including: defense and security; life sciences; and industrial process control. As a mid-IR technology pioneer, Daylight Solutions has delivered more mid-IR systems to more applications world-wide than any other company.
At DRS Daylight Solutions, you will be eligible for competitive pay, great benefits, including Medical, Dental, Vision, 401k match, 9/80 work schedule, and Tuition Assistance. Our Daylight family-oriented culture allows you to receive hands-on training, professional development, career advancement and exposure to the latest and greatest technology, where our motto is "To protect with Light". Come join the family!
Job Summary
Oversee and direct customer service process including pre-sale support, post-sale support, and return merchandise authorization (RMA) procedure. Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales support functions. Responds to in-bound, routine customer inquiries regarding sales, product information, services, order status, complaints, and other general questions. Updates databases and customer account records.
Job Responsibilities
- Act as a point of contact for the customer, including the resolution of customer inquiries and complaints and to keep the customer informed of any issues affecting service
- Log and resolve customer queries and complaints, ensuring departmental processes and procedures are followed.
- Update and maintain current customer information and other pertinent account details within Salesforce cases and other supporting systems
- Liaise with relevant departments for technical support and to resolve issues while escalating quality and VOC concerns to relevant contacts
- Participate in continuous improvement program, contributing to development and implementation of improvement initiatives within department and identify process improvements.
- Respond to customer inquiries received via email and phone in a professional and courteous manner
- Plan and organize U.S. domestic and international shipments for service repairs
- Create and review international documents for shipment (including customs clearance documentation)
- Follow up with shipping and customers as appropriate, ensuring products ordered are shipped and received according to specifications.
- Lead and support installation team, support instrument installation requests, track installation completion, provide accurate forecast of defer revenue releasing, check and maintain extended warranty information in Salesforce
- Responsible for development and implementation of new processes and procedures for effective and efficient team operations
- Organize meetings with cross-functional team and support team, ensuring efficient operations and problems are resolved timely.
- Provide customers with product information including pricing and delivery.
- Identify, evaluate, and recommend solutions for problem accounts.
- Maintain and create relevant business reports, provide analysis upon request to drive improving actions.
- Prepare customer satisfaction reports, provide insights through data analysis, and drive continuous improvement to improve customer service-related performance.
- Participate in key business shows and conferences
- Support, communicate, reinforce, and defend the mission, values and culture of the organization.
Job Responsibilities Part II
- Complete special projects as assigned by manager
- Support and/or participate in the organizations Continuous Improvement program
Job Requirements:
Qualifications
- Bachelor’s degree or equivalent combination of education and experience
- 5+ years’ experience in customer service-related role(s)
- Ability to plan and execute plans, influence/persuade others and gain acceptance/approval of controversial or innovative ideas and concepts; ability to implement strategic plans
- Good project management, organizational, prioritization, and planning skills
- Proficient at multi-tasking
- Team player with strong interpersonal and verbal and written communication skills
- Good analytical and problem-solving skills
- Excellent customer service skills, including active listening
- International trading knowledge
- Proficiency with ERP/CRM systems. Salesforce experience is a plus
- Warehouse and logistic knowledge
- Practical process improvement or continuous improvement experience
- Proficiency in Microsoft Office products
The expected pay scale for this position is $99,396/year - $124,245/year. Should the level, location, or scope of the position change during the hiring process, the pay scale may be modified accordingly. When extending an offer of employment, DRS Daylight Solutions considers factors such as (but not limited to) the scope and responsibilities of the position; any Federal Government contract labor categories and contract wage rates, the candidate’s relevant work experience, education/training, certifications, and key skills; internal equity; and market and business considerations.
Leonardo DRS, Inc. and its subsidiaries and affiliates are equal opportunity employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law. #LI-SF1