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HOURS: Tuesday-Friday 8:00am-4:30pm and Saturday (from home) 8:00am - 5:00pm. Provide a high level of direct support to our internal Field Service Customers in all things related to Service Parts. Focus is to quickly react and resolve all expedites, escalated or otherwise, through open and direct communication with other departments, teams, suppliers, vendors to ensure on time delivery of products regardless of the time of day. This includes reviewing requests, determining availability, talking to vendors, and availability of items or services, and reviewing alternatives to requests to fulfill objectives. The work is to be performed independently under general supervision, with an emphasis on always providing outstanding customer service.
Maintains a high level of customer satisfaction when supporting Field Service, other departments, vendors, suppliers, and end customers using all system platforms available.
Researches and locates critical parts for customers in a critical downtime situation that cannot be located through the normal ordering process.
Provides rapid response order expediting, at a 24x7 level, with finding the best alternate sourcing option considering all expediting cost, customer down time penalties and balanced needs.
Performs a variety of coordinating, routing, and material handling duties for critical parts that cannot be located through normal channels to meet production schedules during customer critical downtime situations.
Follows-up on orders to ensure delivery is occurring according to schedule, updating Field Service at each step of the delivery. For delays, updating system to document new ETA. Escalates to Product Support as needed.
Monitors, reacts and takes preemptive action on each possible issue that may arise during an expedite, to ensure on time delivery.
When not handling expedites, provides direct support to Service by taking as many phone calls, as quickly as possible, using the monitored phone system.
Monitors, reviews and responds to emails, and emails in the group mailbox, from Field Service, Vendors, Suppliers, and other departments as quickly as possible.
Performs additional auxiliary tasks such as transfer, post receipts, create Tech PI, updating Min Max, etc.
Confirms the accuracy of invoices, bills and charges relative to the shipment of goods and resolve any discrepancies found.
Communicates and coordinates with all vendors/suppliers, and alternate channels such as live pulls and parts replacements.
Runs and reviews open orders reporting to ensure they are properly completed for Field Service, Logistics Teams/Providers, and others assigned by Manager.
Performs any, and all, responsibilities of a Rep or those of any other level Coordinator, as directed by Manager.
Completes all other tasks, projects and functions assigned by Manager.
Typically requires general education and/or vocational training plus 1 to 2 years of related experience.
Travel as requested to support business goals and objectives (valid driver's license and acceptable driving record necessary).
About our Company - Company Solutions America provides industry leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With the technology offerings of the Company and Océ brands, Company Solutions America helps companies of all sizes find ways to: improve sustainability, increase efficiency, and control costs in conjunction with high volume, continuous feed, digital and traditional printing, and document management solutions. A wholly owned subsidiary of Company U.S.A., Inc., Company Solutions America is headquartered in Melville, N.Y. and has sales and service locations across the U.S.
Company Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more.
We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.
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