Customer Service Coordinator
Company: OSI Systems
Posted on: May 3, 2021
Overview Rapiscan Systems - AS&E, an OSI Systems Company is
seeking a Customer Service Coordinator, based out of Billerica, MA
We are proud to be a trusted provider of advanced X-ray
technologies for ports, borders, military, high-threat facilities
and critical infrastructure all over the world. Be a part of our
mission to provide our customers with best-in-class cargo and
vehicle screening systems and services so they can combat
terrorism, trade fraud, drug and weapon smuggling, and illegal
immigration. Responsibilities This position is to support the
International territory and all its required duties for the Cargo
Services Department. In this role the Coordinator will work to
develop customer relationships while supporting the regions Service
Engineers, and the regional Service Manager. Limited travel may be
required once a year to visit Customers, building relationships
with both customer and field team. Responsibilities are not limited
to the above territory and may require support to other regions as
necessary, and may include off hours support, to ensure coverage
for the Cargo Service's team. In addition to internal and external
support this role requires detail updates and processing on a
weekly, monthly and quarterly basis to certify all financial
obligations are met and completed. RESPONSIBILITIES and GOALS:
- Handle all customer and Field Engineer inquiries regarding
system repairs and support.
- Financials: Billing invoicing completion for all service or
spares, inventory tracking (Toolbox), and vendor invoicing
including tracking, coding and submittal to AP.
- Maintaining the maintenance schedule, scheduling with
customers, FSE's, shipping consumables and ensuring contract
obligations are met.
- Quoting (time and material service).
- Log and manage service requests weekly through to closure
including proper tracking of entire open call list (approximately
100-120 records). Includes knowledge of contract and charge coding
and review and understanding of all processes as described in the
Coordinator Service Procedure Manual.
- Order parts for service and other shipments required by
customer and field team, including knowledge and completion of
international commercial invoicing.
- Working closely with managers, sales, finance, logistics,
buyers and planners; and other duties as assigned.
- Off hours support as required.
- Timely response to all Customer Field Manager and Field
Engineer inquiries. Response time includes immediate phone and
email response within one business hour of receipt.
- Demonstrate behavior consistent with the Company's Code of
Ethics and Conduct.
- It is the responsibility of every AS&E employee to report
to their manager or a member of senior management any quality
problems or defects in order for corrective action to be
implemented and to avoid recurrence of the problem.
- Duties may be modified or assigned at any time to meet the
needs of the business. Qualifications
- Degree or combined education/work experience
- 3 - 5 years customer service experience.
- Detailed oriented, proficiency w/Microsoft Office (i.e. Word,
Excel), Microsoft Dynamic ERP experience a plus.
- Strong interpersonal & communication skills
- Problem solving/conflict resolution skills
- Ability to multi-task.
- Positive attitude
- Ability to work independently and as part of a team. NOTICE TO
THIRD PARTY AGENCIES OSI Systems, Inc. and its subsidiaries
(collectively "OSI") does not accept unsolicited resumes from
recruiters or employment agencies. If any person or entity,
including a recruiter or agency, submits any information, including
any resume or information regarding any potential candidate,
without a signed agreement in place with OSI, OSI explicitly
reserves the right to use such information, and pursue and/or hire
such candidates, without any financial obligation to the person,
recruiter or agency. Any unsolicited information or resumes,
including those submitted directly to hiring managers, are
considered and deemed to be the property of OSI. Equal Opportunity
Employer - Disability and Veteran EEO is the Law Poster Link:
OSI Systems, Inc. has three operating divisions: (a) Security,
providing security and inspection systems, turnkey security
screening solutions and related services; (b) Healthcare, providing
patient monitoring, diagnostic cardiology and anesthesia systems;
and (c) Optoelectronics and Manufacturing, providing specialized
electronic components and electronic manufacturing services for
original equipment manufacturers with applications in the defense,
aerospace, medical and industrial markets, among others.
Keywords: OSI Systems, Billerica , Customer Service Coordinator, Other , Billerica, Massachusetts
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