Hybrid: 1 day per week in office

Opportunity

To act as a primary customer contact for service using different mediums. Service-related functions are generally defined as all customer functions that may be required for a Robern product before and after it has been delivered to the buyer.

Responsible for satisfying customer requirements from initial inquiry to customers’ overall delight.  Be the voice of the customer and provide customer insights on a regular basis.

You are empowered to make decisions to delight our customers that will have an impact on the Robern business.  With that empowerment it is expected to be a good steward for our company resources by providing accurate and ethical data entry information into the SAP and CRM systems.

Specific Responsibilities
Provide information for all potential customers as it relates to (but not inclusive) the list below:Where to buy Robern productInformation on productAvailabilityLiterature
Design & Plumbing Layout
Support all authorized Robern Showrooms in timely and accurate order entry, order confirmations with estimated shipping dates and review of EDI orders.
When requested provide order status updates, shipping information and tracking of a shipment.
Assist in resolving freight damage claims in a timely manner for all Premier Robern Showrooms.
Act as a first line of technical support by being able to trouble shoot installation issues, determine what parts are needed for the product to operate and process all warranty claims.
Coordinate ASR’s through the Robern Service Representative if deemed necessary.
Authorize return goods using the approved Robern RGA procedure.  Determine if a product is to be returned to the Robern warehouse or field destroyed with proper management approval. 
Ensure that the proper re-stocking fees are charged back to the customer.
Responsible for account information in a defined region, but may assist customers outside of a defined region in daily operational issues, i.e.  Order status, tracking, RGA’s, etc.
Be held accountable for annual business and competency objectives agreed upon with the customer service team through the Maximizing Performance review.  Track and measure objectives.