Customer Service Representative

Job Description

Job Description

Title : Customer Service Representative

Location : Teaneck, NJ

Hanwha Vision America (HVA), an affiliate of the Hanwha Group, a Fortune Global 500 company, is an industry-leading provider of advanced network video surveillance products.

These include IP cameras, storage devices, and video management systems founded on world-class technologies. We offer end-to-end security solutions and have achieved global success across a wide range of industry verticals including transportation, education, retail, banking, healthcare, hospitality, airports, and utilities and critical infrastructure.

Hanwha Vision America (HVA) is seeking a highly a detail-oriented Customer Service Representative who will work pro-actively with Hanwha Vision installation partners and consistently contact those to verify that they have all pertinent information provide by Hanwha to actively sell and support the video security products.

The CSR will also work daily with our direct and indirect field support personnel to assist in the growth Hanwha Vision Americas (HVA’s) sales results.

The position is responsible to provide answers to sales related requests received from HVA field sales personnel and customers or direct them internally for quick and accurate response.

Key Responsibilities :

• Deal directly with customers by telephone and electronic media to perform customer service-related tasks; inquiries via telephone hunt group and customer service mailbox.
• Validate and enter customer orders in the SERP / EP system. Prepare required support documents such as Commercial Invoices, shipping labels and other related documents.
• Accurately maintain and file all documents in accordance with company policies.
• Ensure PO fulfillment from PO receipt through delivery to customer. This includes order entry, credit release and successful order transmission to the warehouse.

Promptly correspond with customers regarding product availability, backorder ETA’s etc

Promptly respond to, and work through to closure claims of short, discrepant and damaged deliveries with the related internal and external parties.

Keep customer informed of claim status.

Receive and respond promptly to customer inquiries, complaints etc. Promptly escalate issues that require supervisor / management attention while maintaining overall responsibility for the claim through closure.

Requirements :

• Ability to multi-task effectively, work in a fast-paced environment under pressure and make sound decisions with minimum supervision.
• Adaptable to new situations with the ability to perform repetitive tasks requiring good judgment and decision-making skills.
• Solid knowledge of Microsoft Word, Excel and Outlook, (SAP experience preferable)
• Excellent organizational, written and oral communication skills.
• Demonstrated analytical and problem-solving skills.
• Ability to work independently and as part of a team.

Disclaimer :

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.