Job Description

The Customer Support Coordinator/Dispatcher is a challenging and dynamic position based at our US headquarters in San Jose, CA. The position is the company's point of contact for customers throughout the United States. The position is responsible for working with the Sales and Customer Support teams, Sales Team, Customer Engineers and Customers to establish, maintain, and improve the business relationship between the customer and Lumenis. The position has high visibility within the company and frequently requires interfacing with senior-level management.

**Due to COVID, this position is remote until further notice.

CUSTOMER SUPPORT COORDINATOR/DISPATCHER

• Answer a high volume of inbound customer service calls
• Provide Tier 1 troubleshooting with customers on their devices
• Schedule and coordinate on-site service and preventive maintenance with our customers and engineers.
• Manage Customer Engineer schedules by utilizing outlook calendars
• Keep customers informed of any changes to dispatching plans
• Log and record of all service calls in Service Max
• Research unit status to determine the service call type, Preventive Maintenance, Warranty, Contract
• Insure the receipt of all required documentation prior to dispatching service.
• Process after sale and service orders, and communicate order status to customers
• Identify potential order/shipment issues and escalate them to management
• Resolve all issues regarding orders, delivery, and pricing to resolution
• Take on additional projects when assigned

MINIMUM REQUIREMENTS

• 3 years of experience in a Customer Service call center environment.
• Strong oral, written and interpersonal and customer-service skills, including courteous telephone etiquette
• Ability to adapt to a fast-paced environment, learn and retain new evolving information and procedures
• Detail oriented with great organizational skills and the ability to multitask
• Reliability and accountability a must
• Positive work ethic and the ability to exercise mature judgment
• Team player who can also work well independently while taking ownership of areas of responsibility
• Ability to think analytically, set priorities and meet deadlines
• Demonstrate initiative in researching and resolving customer issues
• Sound decision making skills
• Ability to interpret policies and procedures and communicate effectively, exercisediscretion on sensitive and confidential matters
• Self-motivated
• SAP, SalesForce, ServiceMax, experience a plus
• Microsoft Office experience required.
• AA/AS Degree preferred

The job description outlined above reflects general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required, but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other than those mentioned above in order to cover absences or relief in the appropriate department to equalize peak work periods or otherwise balance the workload.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability, gender identity, and sexual orientation.

JOB POSTED BY APPLICANTPRO