JOB SUMMARY

The Customer Care Coordinator II is responsible for providing Doble customers with world-class customer care and providing professional, first level customer support to customers and clients via telephone, web portal and email. As the voice of the customer, the customer care coordinator will work directly with customers and other Doble support teams to develop and provide solutions, while maintaining a continuous positive customer experience. This position is located in either our corporate headquarters in Marlborough, MA or our location in Morrisville, NC, and will report to our Customer Care Supervisor.

ESSENTIAL JOB FUNCTIONS

* Responsible for all aspects of order entry related to domestic commissionable project orders

* Support RMA product return authorization numbers (RMA's) to customers and clients

* Prepare order paperwork to facilitate order booking, shipment, invoicing for parts, repairs and services

* Issue and manage product and part return authorization numbers (RMA's) to customers and clients

* Expedite the return of overdue material from customers/clients

* Coordinate, review, follow up and expedite as required customer purchase orders and shipment of customer orders to ensure on-time delivery

* Maintain an intermediate knowledge level of all products, parts and service offerings as it pertains to customer care. Ensure escalation process is followed appropriately by customers, clients and distributors

* Provide Level 1 customer support in a global call center environment (via web portal, telephone and email) to customers, distributors, sales representatives, and Doble service engineers who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software applications on diagnostic equipment used in the electric power industry

* Be an advocate for the customer (internal and external)

* Initial point of contact for customer requests for information, orders and case entry for all product offerings

* Provide license server administration and support to customers via email and phone for Doble software products

* Responsible for all aspects of order entry related to domestic & international spare parts service orders and project commissionable orders

* Prepare order paperwork to facilitate order booking, shipment, invoicing for parts and services

* Proficient computer skills and ability to use MS Office Suite at a basic to intermediate level

* Ability to meet critical deadlines while managing multiple priorities across the team

* From time to time may be require to work non-standard shifts and/or provide on-call coverage during non-standard Doble business hours

* Other tasks and duties as assigned

QUALIFICATIONS

EDUCATION

High School Diploma, or equivalent.

REQUIRED EXPERIENCE:

* 3 to 5 years of direct customer interface/customer service/call center or equivalent related experience

* ERP and CRM systems experience with a particular focus on order and case entry and administration

PREFERRED EXPERIENCE:

* Experience in a global customer support and cross cultural customers a plus

* Experience with cross border business transactions, customs documentation, domestic and international shipping compliance procedures and requirements

* Experience working with electric power utilities a plus

* Hands on experience with ERP, CRM, Order Administration and Case Management applications

* Knowledge of NAV is a plus

* Direct experience with cross border business transactions, customs documentation, domestic and international shipping compliance procedures and requirements

KNOWLEDGE, SKILLS and ABILITIES

* Must be focused, have strong customer service skills and be an advocate for the customer

* Must thrive in a deadline-driven, fast-paced team environment

* Capable of multitasking between multiple projects and departments

* Must be able to assemble facts from various areas, analyze data, and provide informed recommendations to management

* Requires the ability to mathematically differentiate/calculate general mathematics

* Requires strong computer & phone skills and an intermediate level of experience in a customer technical support role

* Must have the ability to work through routine and relatively complex issues in a timely manner

* Ability to organize and prioritize tasks resulting in consistent productivity

* A self-starter able to work independently or as part of a team and comfortable interfacing with both upstream and downstream customers

* Proven ability to lead, mentor and train less senior team members

* Must have excellent written and oral communications skills and high degree of accuracy and attention to detail

* Must be fluent in the English language. Abilities to read and write in other languages is a plus

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job. Must be capable of lifting 30 pounds.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the "essential functions" of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.

Actual base salary offered to the hired applicant will be determined based on their work location, level, qualifications, job related skills, as well as relevant education or training experience.

Massachusetts Location:

Hourly Pay Range Minimum $22.56 - Midpoint $28.20

North Carolina Location:

Hourly Pay Range Minimum $20.08 - Midpoint $25.10