Position: Technical Service Regional Account Representative
Location: Chicago, IL 60618
Duration: contract to hire

Job Purpose:
To provide service to both the company's internal and external customers via high volume of live phone calls, voice and electronic mail messages, while being an experienced resource to customer needs in the receipt, analysis, and processing of products returned as complaints or for repair, replacement, exchange or credit. Promotes and sells the companies products and services. Uses a computer to trace questions and answers as well as enter or change sales orders. Supports the Technical Services Supervisor.


Duties and Responsibilities:
Duties and responsibilities noted with an asterisk (*) are considered to be essential functions of the position.

1.Initiate and/or field phone calls (customer, dealers, schools/students, RAM), including concerns or questions regarding product performance, safety concerns/customer education, return/replacement policies and status of orders. This involves frequent verbal voice mail and written contact.*

2.Coordinate the daily return process function for department. Inspect returned products from Expediter teammates. Independently determine appropriate process for order (e.g. credits, warranty replacement, out of warranty replacements, repairs, sharpening/services etc.).*

3.Process credits, warranty replacements, out of warranty replacements, repairs, sharpening requests or other services in a timely manner.*

4.Coordinate complaint process which includes: soliciting information from Quality Engineer and/or researching existing Technical Service information (Technical Service White Papers), and responding to customer via verbally or written document in accordance with ISO Standards.*

5.Serve as back-up for all areas of Technical Service and order entry to include Customer Services and Switchboard.

4.Rotate into an outbound calling structure to support special promotions.

5.Keep up to date documentation on all procedures and processes for all tasks related to this position.

6.Meet department productivity and quality goals.*

7.Interface with other departments to help meet customer needs, achieve efficient operations, and ensure that all Department, company and customer service goals are met.*

8.Be actively involved in continuous process improvement.

9.On occasion, attend sales meetings and dental conventions during weekends and evenings, travel required with stays away from home.

10.Follow and promote the company's core values.*

11.Other duties as assigned.

Job Specifications:
Knowledge, Skills and Abilities (i.e. minimum education, years of experience, etc)

1. High School education with minimum 1 year experience in Returns/Order Entry and or Call Center. Outbound calling experience a plus.

2. Good English verbal and written communication skills with correct grammar, spelling, and sentence structure. Second language skills (French, Spanish) highly desirable.

3. Good organization, administrative and task management skills.

4. Strong PC skills MS Word, Basic Excel (familiarity with the web, e-mail and external applications preferred). SAP a plus.

5. Must be detail oriented and handle multiple processes.

6. Ability to type 30 words per minute.

7. Good analytical skills and strong problem resolution skills.

8. Flexible and able to work well in a team environment.

Core Competencies:
(Use MPD program - maximum of 6)
Completes assignments/projects within a defined time frame.
Asks good questions and probes logical sources for answers.
Meets the expectations and requirements of internal and external customers.
Open to suggestions and experimentation.
Builds constructive and effective relationships, values people.
Listens and responds clearly and directly.

Working Conditions/Physical Demands:
Office environment. Lifting-Less than 20 lbs; Carrying-Less than 30lbs for 100 yards; Handling-files; Sitting-80% of day; Standing-2 hrs per day; Walking-8x a day 100 yards; Hearing-Low noise, average requirements; Vision-CRT; Writing; no hazardous or unpleasant conditions caused by noise, dust, etc. Some trav To Apply to this job go to http://www.GadBall.com or click here