Customer Service Associate Job at Otis
Date Posted:
2022-11-08-08:00
Country:
United States of America
Location:
OT541: TFP - Florence, SC 1500 Otis Way, Florence, SC, 29501 USA
Otis Elevator is the world leader in reliable, efficient and technologically advanced elevators, escalators and people-moving systems. Our revolutionary Gen3® elevators, energy-saving ReGen™ drives and NCE “green” escalator have clearly set the industry standard for innovation, safety and performance. More than 2.4 million Otis elevators and escalators are currently in operation throughout 200 different countries. We are proud to have a global team that continues to rise to the challenges of a fast-moving company. Together, the people of Otis Elevator are creating new ideas and opportunities by collaborating across time zones, geographies and cultures. So just imagine where we can take you!
Job Description
The Customer Service Associate works with Otis field installation personnel to enter and process material orders needed during the installation process. The Customer Service Associate works with the factory and suppliers to ensure timely processing, shipment and closure of material orders. The Customer Service Associate also plays an integral role in cancelling and resubmitting orders, as well as troubleshooting and correcting orders that have become stalled within the ordering system. The role requires both analytical processing skills and inherent motivation to help assist our field technicians receive the material they need rapidly and without error.
Key Responsibilities
- Responsibilities include working with Field Mechanics, Construction Supervisors, Field personnel, High-Rise Project Managers, and Engineering to enter elevator or escalator material orders (AMTs). AMTs may be requested via calls to the monitored Customer Service line or through direct e-mail correspondence.
- Master all aspects of the department’s posted Standard Work Procedures including advanced cancellation and reprocessing techniques. Responsibilities may include working with other technical departments to correct orders that have been processed incorrectly.
- Master advanced ordering techniques including processing non-standard quoted orders, service center material orders and various ordering methods to support international shipments.
- Navigate Otis data systems to research the status of material orders.
- Interact directly with suppliers, scheduler, factory personnel, and logistics personnel to expedite orders as needed. Interact directly with carriers to process address changes, or locate packages when needed.
- When entering and processing elevator orders, use a decision tree to enter a detailed and thorough issue description recording part numbers, photos, and key comments from the field. Document information related to the true root cause of the issue. Correctly apply the warranty policy and return material policy.
- Identify newly developing ordering trends and report these issues to Quality and/or management.
- Monitor work queues within the department daily to advance orders whenever they require attention to move forward in the fulfillment process. Contact responsible parties to advance orders when possible.
- Collect and enter turnbacks for departmental quality purposes. Suggest improvements for process or data systems when applicable. Generate reports upon request.
Education / Certifications
University Degree and 3+ years of previous experience preferred
Experience / Qualifications
- Exceptional attention to detail
- Excellent verbal and written communication skills
- Excellent listening and analytical problem solving skills
- Proven organizational skills
- Ability to work both independently and within a team environment
- Willingness to assist others within the department to ensure consistent balance of workloads
The ideal candidate also has…
- The ability to learn quickly and retain information
- Knowledge of the elevator industry and explicit knowledge of current Otis parts and product configurations.
- Basic knowledge of Otis data systems
Otis is An Equal
Opportunity/Affirmative
Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
To request an accommodation in completing an employment application due to a special need or a disability, please contact us at
careers@otis.com
.
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