Roland DGA Corporation is a leading manufacturer/distributor of digital input and output devices for graphics production, engraving, rapid prototyping and reverse engineering. We are searching for a new member to join our Customer Services team! For more information about our Company, please visit www.rolanddga.com
Under general supervision, this position will have a dual role. While performing Ambassador of First Impressions role, you will be on the front line of always focusing on making a great first impression to all customers, partners and visitors. Showcasing professional, friendly, passionate, and enthusiastic interaction is at the core of this position. Performing the administrative support role will include support to the Customer Services team, including data entry, filing, report generating and assisting with special projects.
Roland DGA Corporation complies with all fair employment regulations.
Roland DGA Corporation is an Equal Opportunity Employer, with a policy ensuring that all employees and potential employees are considered for all positions on the basis of their qualifications and abilities without regard to race, color, sex, religion, pregnancy, ancestry, age, national origin, citizenship status, veteran status, sexual orientation, marital status, physical or mental disability or other legally protected status.
Position type:
Regular, Full-time employee.
Location:
Irvine, CA ( South Orange County - Irvine Spectrum area)
Benefits:
Excellent benefits package, including medical, dental, vision, life and matching 401(k) plan.
Please send your resumes to cmichaels@rolanddga.com. Please include your salary history and current salary requirement
No phone calls please
JOB DUTIES
As Ambassador of First Impressions you will cover the reception desk part time. While facilitating guest services and phone coverage, it is of the utmost importance to portray a professional, upbeat and positive Roland image, while routing calls correctly
Filter incoming efaxes and customer inquiries
Process 3PL ship confirmations
Happily sign in guests assigning appropriate badge, and account for guests badges daily
Enter warranty registrations accurately in CRM
NCR (Non-Conformance Report) Administration
Receive and review all new NCR forms and input them into the R-Net database.
Contact customers as needed in order to facilitate all aspects of the process including sample requests, RMA returns and/or manual credits.
Work with Media Specialist and purchasing department to ensure timely processing of samples and returns of media.
Input new warranty registrations into CRM system.
Facilitate monthly warranty mailers and certificates to customers for the purchase of extended warranty.
Run reports for distributions on a monthly and bi-monthly basis.
CRM clean-up project: Actively work on maintaining accurate customer information.
Issue credit adjustments, installation credits, and other adjustment requests to accounting as requested.
Assist CSR’s with simple order entry when requested.
Respond and follow up to information requests from customers.
Provide training/cross-training to other team members as instructed by supervisor.
Create, maintain, and update administrative procedures.
Other tasks as directed by manager and/or supervisor.
PERFORMANCE MEASUREMENTS
Completion of tasks and objectives by the set deadlines.
Accuracy of data entry, and filtering of calls, inquiries and orders.
Others as set with CS Administrative Supervisor and/or Manager.
QUALIFICATIONS
Education/Certification:
High school diploma
Required Knowledge:
Strong familiarity with Microsoft Office applications
Great Plains, CRM, and Executive Viewer a plus
Experience Required:
Must have general office or customer service experience, minimum of 2 years preferred
Skills/Abilities:
Must have excellent verbal and written communication skills.
Must type minimum of 35wpm accurately.
Must have professional demeanor with warm and friendly personality.
Must be able to multi-task and be extremely organized.
Must be self-motivated and be able to work independently.
Must be proficient with MS Word, Outlook.
Must have intermediate Excel skills.
Able to communicate in Spanish a plus.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Talking:Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly
Average Hearing:Able to hear average or normal conversations and receive ordinary information
Repetitive Motions:Movements frequently and regularly required using the wrists, hands, and/or fingers
Average Visual Abilities:Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery
Physical Strength:Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally (Almost all office jobs)
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Reasoning Ability:
Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.
Able to interpret a variety of technical instructions and can deal with multiple variables.
Mathematics Ability:
Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage.
Able to perform very simple algebra.
Language Ability:
Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias.
Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.
Ability to conduct training, communicate at panel discussions and to make professional presentations.
