Overview

Work Schedule Third Shift (Nights)

Responsibilities

• Support the quote-to-cash process for parts, consumables, and time and material orders, including quote creation, parts order processing, and invoice creation. This also includes exception handling in the form of credit rebills, and invoice and part order corrections as needed.
• Manage the end-to-end service call creation including pre-sales, pre-install, install accessory and main system, technical deviation authority calls, de-installs, refurbishments, and warranty activities.
• Support post installation entitlements, including standard warranty extensions as well as sold with system or additional warranty contract creation.
• Execute invoice and portal management to support start-to-end billing.
• Maintain master data through Install Base requests and data cleanup and validation, ensuring accuracy, compliance, and timely updates across systems.
• Serve as a central coordination point for service inquiries for Point-of-Sale orders, Certificate of Acceptance and Warranty Commencement Report processing, online registration support, end of service letter support, and evaluation/loan contract creation.
• Provide enhanced sales support, including CRM changes, CRM approval submissions, obtain Non-standard request approvals, and free of charge support.
• Contribute to continuous improvement, including documentation, training, system testing, and participation in PPI initiatives.
• 3-5 years of equivalent business experience in customer service, order entry, order management and fulfillment. Bachelor’s degree preferred.
• Familiarity with quote-to-order and order-to-cash processes preferred.
• Strong written and verbal English communication skills, including the ability to interpret and respond accurately to routine customer and internal communications.
• Intermediate organizational and time-management skills, with the ability to manage multiple assigned tasks, prioritize work, and meet established deadlines.
• Strong attention to detail and accuracy, with the ability to follow documented processes and maintain quality standards.
• Customer-oriented mindset with the ability to support customer needs professionally and escalate complex or non-standard requests when appropriate.
• Proven ability to meet or exceed performance metrics and service level expectations while delivering consistent customer support.
• Effective interpersonal skills with a collaborative working style and the ability to work well as part of a team.
• Ability to work independently on assigned responsibilities while knowing when to seek guidance or escalate issues.
• Demonstrated flexibility in supporting assigned duties, schedules, and changing business priorities.
• Intermediate proficiency with ERP systems, CRM tools, and Microsoft Office applications including Outlook, Excel, Word, and PowerPoint.

Qualifications

• Demonstrates a solid understanding of the customer service environment, including quote-to-order and order-to-cash processes, with the ability to manage assigned tasks and customer requests within established guidelines.
• Applies sound judgment and problem-solving skills to identify customer, operational, or revenue-related concerns and escalate potential risks to the appropriate team members or decision-makers when needed.
• Maintains a quality-first mindset with strong attention to detail, accuracy, and follow-through in daily work.
• Demonstrate integrity, accountability, and professionalism while supporting department and individual performance goals.
• Manages daily tasks, cases, and customer requests in a timely and accurate manner, ensuring customers receive responsive and reliable support.
• Prioritizes assigned work effectively, balances multiple activities, and remains composed when working under time-sensitive conditions.
• Communicates clearly, accurately, and in a timely manner with customers, team members, and internal stakeholders.
• Builds positive working relationships with team members, customers, and cross-functional partners, contributing to a collaborative and supportive team environment.
• Supports workflow handoffs between the team and regional teams by ensuring information is complete, accurate, and shared in a timely manner.
• Demonstrates flexibility in work schedules, responsibilities, and assigned duties to support changing business needs.