Customer Service Representative
Communicate Outsource work priority for customers on a daily/weekly basis with attention to detail for the customer's requirements and our contractual obligations.
Provide Quotation of outsource prices to customers via Sales system.
Manage daily prioritization of Customer's orders and communicate status.
Answer daily queries of customers and manage escalations.
Process Customer's new requests and ensure work is managed in a timely manner by:
Triggering release of Service Orders to our suppliers for Outsource work
Partner with logistics to physically verify the units are progressing per the process
Monitor Turn Around Time of jobs to ensure we meet customer contractual commitment
Verify physical receipt or validate other physical processing steps for outsourced work
Update internal system notes for individual jobs with accuracy and clarity.
To follow quality procedures to log certificates onto the internal system for auditing purpose.
Outsource Service Support and Procurement Coordinator will work on-site at our Nashua, New Hampshire US facility within Keysight's Global Services Organization five days per week (M-F).
Support Outsource on-site duties on a day-to-day basis with prompt support including:
Quality processing for calibrated assets
Physical Inspection of Assets post calibration
Review measurement reports and compare to appropriate online tools
Assure data is accurate and engage technicians as needed
Sticker units with calibration sticker and calibration void stickers as appropriate
Pair unit with correct certificate and data
Use customer guide when appropriate for processing assets
Daily updates in shared Excel spread sheet for priority customer
General purchasing responsibilities may also include trigger and/or generation of requisitions, purchase orders and overall scheduling. Review of supplier quotes, order confirmation status to ensure orders are on-time and meeting customer required dates.
Utilize tools to activate request Work Orders for 3rd party (Multi-vendor) supplier
Trigger Request for Quotes
Generate Service Request Form (SRF)
Coordinate SRF and Quote, verify all data and submit to supplier
Email Supplier for updates
Inform teams as needed with updates
Record all information in appropriate tools
Generate internal procurement requests for multiple support teams
Submit internal purchase requests for multiple teams as needed
Follow all guidelines for purchases as per policy
Support any procurement outsource contract staff as needed, including but not limited to, open order reports, supplier confirmation, on-time delivery, expediting, etc.
Requirements:
Onsite position 5 days/week
Day shift hours: can be flexible on start time
Skillset required: Data Entry, MS Office, Excellent Communication Skills, Phone skills, lifting 50 lbs.