[Hiring] AfterMarket Representative @DRB

Role Description

The AfterMarket Services Representative is responsible for ensuring the accurate entry and management of customer orders received via phone or email, prioritizing customer satisfaction. This role involves providing timely order updates, handling change requests, and managing Return Merchandise Authorization (RMA) processes. The representative will work closely with cross-functional teams to support successful customer implementations and ensure smooth processing of after-market orders.

• Manage inbound and outbound calls for orders and RMAs, ensuring high customer satisfaction.
• Monitors and maintains the open call queue for DRB Tunnel Orders.
• Provide product and component information, recommending appropriate parts as needed.
• Prepare quotes for hardware and software, with follow-ups within 30 days.
• Ensure accuracy in order processing, shipment, and RMA handling.
• Create and update order documentation in Salesforce, logging customer feedback and resolutions.
• Configuration and testing of equipment sent out through the aftermarket process.
• Assists Service Technicians on receipt and maintenance of loaner/swap equipment.
• Provide order support across departments, such as Accounting, Sales, Development, and Operations.
• Must demonstrate willingness to assist others on the AMS team and is able to work productively in an independent environment.
• Resolves complex customer service issues and escalates when necessary.
• Communicate with Supervisor and/or Operations Management on significant issues from customers and employees.
• Maintain awareness of company policies and service standards, communicating them to both internal and external customers when needed.
• Engage in initiatives to improve order accuracy, decrease incoming calls, and enhance customer satisfaction.
• Performs other duties as assigned by Management.

Qualifications

• High School Graduate or equivalent.
• Proficient in MS Office (Outlook, Excel, Word, Power Point) with 2+ years of experience.
• Working cooperatively in partnership with others to help a team or work group achieve its goals, showing strong team collaboration skills, especially in remote work environments.
• Ability to work independently with professionalism and integrity.
• Customer Service focused, detailed oriented with an ability to multi-task.
• Experience providing customer support in a service or product sales environment. Previous experience in parts ordering is a plus, as is prior work with technical product or services.
• Ability to take initiative and self-manage. Stress tolerance with the ability to handle conflict and confront challenging issues in a fast-paced environment.
• Time Management - Managing one's own time and the time of others.
• Ability to work in a team environment and display professionalism at all times.

Requirements

• This is a full time remote position. Further discussion on expectations will be discussed once hired.
• Uninterrupted high speed Internet connection (DSL / Cable).
• Smartphone: Android or iPhone (necessary for dual authentication requirement).
• The individual must be able to remain in a stationary position for 90 percent of the time.
• Individual will be responsible to set up and support a home office space and environment to support an uninterrupted customer experience. Equipment supplied is to be used for business purposes only.
• Employees must arrange for childcare during their work hours.
• Up to 5-10% travel for trainings, sales meetings and other team building as approved in advance by Supervisor/Management Team.

Benefits

• The base compensation range for this position is $22.00 to $24.00 per hour.
• Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.
• For this specific role, you may be eligible for overtime in accordance with state laws. Overtime hours are not guaranteed.
• Vontier partners with you and your family on your health and wellness journey.
• We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance.
• Programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more.
• Paid time off up to 120 hours each year, 14 paid holidays and paid sick leave.