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Customer Service Support

The Dako Group
Wixom, Michigan, United States
February 14, 2018

Purpose of the Position

•Responsible for the coordination and expediting of customer repairs within the company. He/she is responsible for providing a high level of customer service and satisfaction within this function.

Main Tasks

•Issues RA #’s and provides Denied Party Screening when applicable.

•Provide pricing and delivery information for service related orders.

•Receives incoming repairs, verifies equipment and receives orders into ERP system database, and distributes to appropriate person/department.

•Creates invoices for service related orders.

•Packages service related orders for shipping personnel.

•Creates Certificates of Conformance for service related orders.

•Interfaces with the Customer on repair status, repair quotes, payment via phone, email or face-to-face.

•Updates and maintains CRM and ERP system database.

•Creates documents for shipping back repairs to the customer and subcontracting.

•Performs other duties as needed including inspections for quality and assisting sales department as required.

•Reconciles periodic monthly reports for service.

•Communicate and Coordinate with internal departments.

•Handles returns, warranties and service related information and enters information into ERP system along with creating credits when required.

•Responsible processing and assigning all inquires received through the HotlineTicket System.


•Ability to interpret shipping manifests, customer packing sheets, and similar incoming goods documentation.

•Familiarity with transducers and associated electronics.

•Very good working knowledge of Microsoft Office Products.

•Knowledge of Export Compliance Procedures.

•Good organizational ability.

•High level of competency in ERP and CRM systems.

•Excellent written and verbal communications skills.

•Ability to multi-task.

•Positive, pro-active attitude.

•Self-starter with ability to work with limited supervision.

Requirements Profile

•High school diploma or equivalent plus five (5) years experience in mechanical and electronic parts handling and tracking; or

•Equivalent training and experience.

•Physical requirements: ability to sit at a desk 60% of workday; ability to walk 25% of workday; ability to stand 15% of workday.