At arenaflex, we're a pioneering technology leader with a rich history of innovation and a commitment to providing the best products for digital industries. With over 130 years of experience and a presence in over 100 countries, we continue to push the boundaries of what's possible in the world of technology. Our five focused business units – Electrification, Industrial Automation, Motion, Power Grids, and Robotics & Discrete Automation – work together to create a comprehensive range of products, systems, and services that increase energy efficiency, reliability, and productivity for our industrial, utility, and infrastructure customers.
We're now seeking an experienced Customer Service/Repair Representative to join our team in Bartlesville, OK. As a key member of our customer service team, you'll play a critical role in ensuring that our customers receive the highest level of service and support. If you're passionate about delivering exceptional customer experiences and have a strong background in repair order management, we want to hear from you!
**Job Summary:**
As a Customer Service/Repair Representative, you'll be responsible for managing repairs from customer/channel request through delivery, ensuring that all repair orders are completed accurately and on time. You'll work closely with repair technicians, manufacturing, and logistics personnel to coordinate customer property returns for paid repair or warranty processing and shipment. Your primary goal will be to provide exceptional customer service, resolve issues promptly, and meet or exceed key performance indicators (KPIs) related to delivery, revenue, safety, quality, integrity, and more.
**Key Responsibilities:**
* Manage repairs from customer/channel request through delivery, ensuring that all repair orders are completed accurately and on time
* Request and enter required information per written process to execute repair
* Manage repair priority with repair techs as appropriate to meet schedule and KPIs
* Lead problem resolution activities, including capacity and material constraints, customer issues, and urgent repair turnaround
* Complete repair orders (Service Orders, Sales Orders, Service Notifications) per process, ensuring invoices are correct and sent to customer
* Support activities that meet the KPIs required to successfully manage the business
* Run reports, review detailed datasets, and recommend process changes that lead to improved KPI delivery
* Participate and/or lead improvement activities deemed appropriate to meet/exceed service goals
* Support other roles or tasks as requested by management
**Qualifications:**
* Bachelor's Degree and 2 to 5 years of experience in a related field, or a special combination of education and experience and/or demonstrated accomplishments
* Strong background in repair order management, customer service, and problem resolution
* Excellent communication and interpersonal skills, with the ability to work effectively with customers, repair technicians, and other stakeholders
* Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
* Ability to work in a fast-paced environment, with multiple priorities and deadlines
* Strong attention to detail and organizational skills, with the ability to manage multiple tasks and projects simultaneously
**Preferred Qualifications:**
* Experience in a similar role, with a strong understanding of repair order management and customer service principles
* Strong knowledge of industry-specific software and systems, including repair order management and customer relationship management (CRM) tools
* Experience with data analysis and reporting, with the ability to interpret data and make informed decisions
* Strong leadership and coaching skills, with the ability to lead and motivate a team to achieve exceptional results
**Benefits:**
* Competitive hourly rate of $22.00 - $25.00 per hour
* Comprehensive benefits package, including:
+ 401(k) plan
+ Dental insurance
+ Health insurance
+ Vision insurance
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences
**Work Environment:**
* Work location: In-person in Bartlesville, OK
* Shift: Day shift
* Expected hours: 40 hours per week
* Ability to commute: Bartlesville, OK (required)
If you're a motivated and customer-focused individual with a strong background in repair order management and customer service, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and help us continue to push the boundaries of what's possible in the world of technology!
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