Customer Service Representative - Senior Level

The Company

FEI Company is a leading supplier of Tools for Nanotech? enabling research, development and manufacture of products at the Nanoscale. Our range of industry-leading focused ion and electron beam hardware and software products are delivered to three primary Nanotechnology markets: NanoElectronics, NanoResearch and NanoBiology. With R&D centers in North America and Europe, and sales and service operations in more the 40 countries around the world, FEI is bringing the Nanoscale within the grasp of leading researchers and manufacturers and helping to turn some of the biggest ideas of the this century into reality.

FEI Company is a publicly held company with over 1700 employees worldwide. At FEI Company we are committed to our employees and to diversity and innovation in the workplace.

The Mission

 

The Customer Service Team provides customer facing support to the field engineering team and FEI customers, providing professional service excellence to all internal and external customers in a high volume customer service call center environment. 

 

The Position

 

Specific deliverables for this position include:

 

Participates in improvement initiatives and team building activities within customer service and across functional areas of core integration.

 

Accurately process high volumes of part orders and service requests, including but not limited to part location and price determination, accurate cost and revenue account reflection, regular follow up with engineers and FEI inventory management to ensure the customer?s needs are met successfully and promptly.

 

Prepares accurate pricing of part orders and returns based on factors such as foreign currency conversion rates, contract type and coverage, special customer discounts, part type category and subjective data from field service engineer as to reason for current part issue.

 

Ensures accurate cost and revenue account are associated with parts, labor and expenses on each call, which requires solid understanding of cogs accounts, service types and service areas both internal and external to FEI.

 

Determines shipping method based on numerous factors including part size and weight, contractual agreements with the customer, severity of system issue, and preferred carrier.

 

Acts as customer liaison with Accounts Receivable to determine billing issues and find resolution.

 

Maintains records regarding customer returns, deliveries, changes, pricing, and return credit problems.

 

Issues quotes for parts sales as requested by customers and field service engineers.

 

Maintains professionalism in working relationships with team, customers and others within the company.  Role model for newer team members in how to communicate well in all situations.

 

Ensure all areas of personal responsibility are handles promptly, accurately, and with outstanding customer service.   

 

The Requirements

 

Requires outstanding problem solving, follow-through, attention to detail and organizational skills.

 

Ability to multi-task in an extremely fast paced environment

 

Moderate excel, word, and access database skills

 

Excellent typing, 10-key speed and accuracy rate

 

Ability to maintain professionalism and courtesy under pressure

 

Critical soft skills include self-motivation, the ability to multi-task and remain composed under pressure, professionalism, written and oral communication skills, and strong team and customer orientation. 

 

Consistently communicates with customers, peers, and other FEI employees in a helpful, friendly, and professional manner.

 

Typically requires a Bachelors degree and 2-4 years of experience in high volume call center.

 

Bilingual English/Spanish preferred. 

 

For quick consideration
Click here to apply