Repair Service Representative I

JOB SUMMARY

• Entry level customer service representative, handling the processing and oversight for new orders/quotes, product returns, warranty and resolution of billing and collections issues. Responds to routine customer service requests and inquiries. Provides feedback to improve processes within Repair Shop to expedite processing of repair orders.

MAJOR RESPONSIBILITIES.Description

• Routinely interfaces with internal Panasonic Departments for the coordination of internal work packages, reporting status and tracking of jobs in order to monitor and satisfy customer requirements.
• Processes new orders and quotes, product returns, warranty and resolution of billing and collections issues.
• Routinely monitors the repair cycle for turn time conformance.
• Maintains and updates Customer Profiles as customer requirements change.
• Provides feedback to improve processes within Repair Shop to expedite processing of repair orders.

EDUCATION/EXPERIENCE REQUIREMENTS

• High School Diploma or equivalent internationally recognized qualification.
• 3 years’ of related experience.

KNOWLEDGE/SKILL REQUIREMENTS

• Must be able to work effectively in teams to satisfy customer requirements.
• Participates in Kaizen Lean action teams, learning and incorporating new concepts in daily work processes.
• Demonstrated proficiency and expertise with Oracle to process customer goods through the repair process to conclusion and billing.
• Must be familiar with repair work procedures, work instructions and quality operating procedures.
• Possess understanding of certification requirements of relevant regulatory authorities and a solid understanding of the IFE business.
• Clear understanding of the differences inherent in both the 14CFR Part 145 and the Manufacturing Part 21 work performed by the Repair Station.
• Must be able to identify problems that require escalation for quick resolution.
• Excellent written and verbal communications skills for daily communications with internal and external customers for routine customer service issues.
• Ability to perform in high-stress, high pressure environment.
• Excellent written and verbal communications skills for daily communications with internal and external customers for routine customer service issues.
• Must have a working knowledge of Microsoft Office applications.
• Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
• Normally follows established procedures on routine work, requires instructions only on new assignments.

OTHER REQUIREMENTS