Job Details

Electronic Theatre Controls (ETC), a global leader in event lighting technology, is seeking a Customer Service Representative to join our Austin office. This is a challenging yet fulfilling role where you'll have the opportunity to showcase your talents while working in a supportive, close-knit environment. We're looking for candidates with excellent customer service skills, strong communication abilities, and experience in order processing. At ETC, you'll enjoy the best of both worlds-big company benefits with a small company feel-while being part of a culture built on our motto: have fun and make money. Every day, we combine innovation, teamwork, and enjoyment to deliver world-class service to our clients. If you're ready to grow your career with a company that values excellence and fun, we'd love to hear from you.

Representative Responsibilities:

Coordinate order processing and tracking

Check and clear purchase order in-box daily

• Ensure standard product orders are entered accurately into ETC's business system
• Maintain open orders ensuring that they are accurately scheduled and maintained
• Proactively inform customers of any changes to shipping dates, freight, pricing, etc.
• Oversee customer shipping requirements of orders and affirm priorities
• Provide freight estimates to customers as needed
• Issue Return Merchandise Authorizations (RMA) when appropriate
• Investigate customer credit requests for approval or denial. Complete research within 24 hours from receipt
• Research and provide order information for other company wide departmental inquiries
• Flag and maintain any pricing or discount changes in business system
• Request proof-of-delivery (POD) from carriers as needed
• Serve as primary customer contact for standard product at ETC
• Provide positive and professional communication
• Ensure that the deadlines for any requested information/tasks from dealers/sales reps are met
• Provide repair part numbers and other information to end-users for ETC's incandescent fixture products
• Prepare customer follow-up reports as needed
• Furnish ETC product information/policies/pricing/general information to non-dealer inquiries
• Direct end-users to appropriate dealers or manufacturer's representatives as needed
• Remain current on changes in policies, procedures, and product offerings of ETC
• Represent the Customer's needs/concerns within ETC
• Work with Accounts Payable to release or hold customer orders as appropriate
• Relay customer issues and concerns to appropriate departments for resolution
• Suggest process improvement for internal and external situations
• Resolve customer conflicts efficiently and in a timely manner
• Enter business system notifications of customer complaints/comments
• Other duties as requested or assigned
• Complete special projects and requests in a timely and positive fashion
• Back up Technical Support by covering ACD overflow
• Assist with on-site customer visits
• Support ETC sales effort
• Excellent communication and interpersonal skills
• Superior organizational, problem-solving, and negotiating skills
• Computer skills required (Excel, Word, Internet Explorer)
• General shipping carrier/process knowledge
• Familiarity with multiple line telephone and voice mail helpful
• General knowledge of basic office equipment
• Ability to work weekends and evenings as required
• Ability to travel

• Post-secondary education or equivalent experience
• 1-3 years of experience in customer service field
• ERP/SAP knowledge helpful
• Theatrical experience and/or product knowledge helpful, but not required