AfterMarket Rep, Order Processor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee both inbound and outbound calls concerning orders and RMAs.

• Keep track of and manage the open call queue related to DRB Tunnel Orders.

• Offer product and component information while suggesting suitable parts.

• Prepare quotes for hardware and software, ensuring follow-up within 30 days.

• Accurately process orders, shipments, and Return Merchandise Authorizations.

• Create and update order documentation in Salesforce, including customer feedback and resolutions.

• Configure and test equipment sent through the aftermarket process.

• Provide assistance to Service Technicians with loaner and swap equipment.

• Offer order support to Accounting, Sales, Development, and Operations teams.

• Address complex customer service issues and escalate when necessary.

• Relay significant customer and employee concerns to supervisors and Operations Management.

• Communicate company policies and service standards to both internal and external customers.

• Engage in initiatives aimed at improving order accuracy, minimizing incoming calls, and boosting customer satisfaction.

• Undertake other duties as assigned by Management.

⛳️ Requirements

• High School Graduate or equivalent qualification.

• Proficient in MS Office (Outlook, Excel, Word, PowerPoint) with over 2 years of experience.

• Experience in providing customer support within a service or product sales environment.

• Previous experience in parts ordering is advantageous.

• Familiarity with technical products or services is a plus.

• Must be available to work from 10am to 7pm, Monday through Friday, including rotating Saturdays.

• A stable high-speed Internet connection (DSL/Cable) is required.

• An Android or iPhone smartphone for dual authentication is necessary.

• Capability to remain in a stationary position for 90% of the time.

• Ability to establish and support a home office environment.

• Employees must arrange for childcare during work hours.

• Willingness to travel up to 5–10% for training, sales meetings, and team-building activities.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Disability and life insurance options.

• Family planning programs available through Maven Clinic.

• Livongo diabetes management support provided.

• Coverage for women's health needs.

• Support for adult and elder care.

• Paid parental leave policy.

• 401(k) plan featuring matching contributions from the company.

• Paid time off amounting to up to 120 hours each year.

• 14 paid holidays annually.

• Provision for paid sick leave.

• Opportunity for remote work.

• Company-provided business equipment.

• Up to 5–10% travel for trainings, sales meetings, and team-building activities.