Customer Services Representative

SOLO Newport News, VA
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Solo Incorporated is a manufacturer and importer of sprayers, mist blowers, air blowers, and cut-off saws.  We have been in business for over 75 years and in Newport News for 50+ years.  We sell into the home hardware, lawn & garden, janitorial supply, and construction industries.  Solo is a world-wide company with offices in Virginia, Germany, New Zealand, South and Central America, and China.    

Job Summary – The Technical services representative assists customers with general questions of Solo products, including pricing details, availability, order status, and information on general use as well as repair/maintenance. As a part of the Technical Services Department, the technical services representative will work closely with the customer service department to ensure product expectations are met.  Basic knowledge of small engine operation/repair and lawn and garden experience is helpful. This position operates under general supervision. Utilizing written manuals, standard procedures and guidelines are essential. 


Responsibilities:

·        Assist with incoming purchase orders & phone orders in a timely and professional manner

·        Answer any technical related questions in regards to usage/repair of Solo’s products.

·        Check in equipment being dropped off, or shipped in for repair.

·        Perform evaluations, repair estimates for equipment in for service. 

·        Completing repair work in a timely manner.

·        Assist in developing technical related bulletins.

·        Determine if customer situations need to be escalated to the supervisor.

·        File and follow up on customer claims (shortages, price differences, etc.)

·        Have thorough understanding of customer accounts as well as Solo products and parts

·        Check and respond to technical related emails daily.  Work with Supervisor to pick, pack and ship No-Charge warranty parts daily.

·        Other duties as assigned

 Knowledge, Skills & Abilities:

 ·        Sound understanding of outdoor lawn and garden equipment and small engine repair.

·        Mathematical ability: addition, subtraction, multiplication, or division.

·        Computer skills to manage and process data for use by self and others using SAP, word processing, Outlook and spreadsheet software programs.

·        Ability to use office machines such as a computer, scanner, calculator, typewriter, fax, photocopier and credit card machine.

·        Ability to read and understand documents such as equipment and procedures manuals, reports and correspondence. 

·        Ability to communicate effectively both verbal and written means.

·        Ability to multi task effectively.

·        Interpersonal skills to work effectively and respectfully with others.

 

Education & Experience:

High School diploma or GED; 4-5 years related experience or equivalent combination of education and experience.

 

Physical Requirements:

Reading reports, use computer, and work with various office equipment. Major portions of the work day require speaking with customers on the telephone.  Moderate lifting of up to 35 pounds.

 

Work Environment:

Work will be performed in a repair shop/warehouse environment.

 

NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job. 

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