Position:

Customer Service Representative 

Job Classification:

Non - Exempt

Assignment Category:

Full Time

Department:

Operations 

Reports To:

Quality Assurance & Customer Services Supervisor

Salary Range:

$22/hr -$26/hr 

Company Overview and Job Description Summary:

With over 10+ years of experience in the laser engraving industry, OMTech is a trusted name in the laser engraving community. At OMTech, our passion for laser machines and the engraver community we serve is our source of pride.

We are looking for a Customer Service Representative to join our team and share our passion for our machines and the community. Join us to continue building our reputation. This is a unique opportunity to make a lasting impact on a fast-growing company. As a Customer Service Representative, you will be the main point of contact and provide reputation-worthy customer service.

Main Responsibilities/Functions:

• Answer calls and emails in a timely manner to maximize customer satisfaction
• Learn product line and resolve entry level issues for the customers 
• Manage and monitor daily assignments through the customer service team
• Identify and resolve customers’ needs, wants, and issues to ensure satisfaction and retention
• Research every issue and provide solutions to customers
• Investigate and report claims to shipping carriers, such as UPS, FedEx, USPS
• Coordinate pickups and returns between customers and shipping agents
• Enter and process customer orders as needed.
• Monitor delayed shipments 
• Assisting with assigned projects with customer service department

Qualifications:

• 3 years of customer services experience
• Work experience in Technology, Machining, or Industrial type companies
• Strong phone and verbal communication skills
• Adaptable to different personality types
• Familiarity with CRM technology
• Always customer-centric
• Ability to professionally manage and adapt to customer support incidents
• Strong organizational and time-management skills
• Ability to multitask
• Self-motivated
• Ability to identify and resolve problems
• Adapt to constantly changing priorities

Working Conditions and Physical Requirements:

There are prolonged periods of sitting, standing and working at a computer and on the phone with a headset.

Traveling may be required. 

Transcend Management provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Transcend management complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.