Customer Relations Representative

Epson, a $10B global leader in high-quality consumer electronics, imaging, and point of sale printing devices, is seeking an exceptional Customer Relations Representative to join our Customer Relations Department. 
The Customer Relations Representative will be providing excellent customer service and satisfaction to customer issues resulting in a positive customer experience, long term solutions, and brand loyalty, and representing Epson America with the highest degree of professionalism, courtesy, and integrity in all interactions with customers and potential customers of the firm.

This position will be based out of Epson America’s headquarters in Los Alamitos, CA with a hybrid schedule.

What you will be doing:
 

Customer Relations 

• Proactively delivers superior customer service in response to end-user calls, correspondence and e-mails including complaints, product exchanges, refunds, rebates, etc.
• Resolves escalated customer concerns in a timely manner.
• Ensures confidentiality and security of end-user personal data.
• Assures departmental guidelines are maintained to provide accuracy in all transactions and security of Epson products and assets.
• Assists Teleperformance call center with their escalated end-user issues and concerns.
• Escalates customer calls and correspondence to senior customer relations representatives and manager as appropriate.
• Escalates company and product issues to management and/or appropriate department.
• Ensures accurate data entry into the customer call logs and databases.

Order Processing

• Review and track open service events. Keep daily records of events
• Track parts shipments/returns
• Work with service partners to ensure customer expectations are met
• Generate and distribute reports
• Create and update service event tracking information
• Process orders efficiently within required time periods
• Track and report on parts requests received from service partners
• Create RMA’s
• Document and communicate special instructions to warehouse

Monitor inventory levels

• Work with inventory planners to determine part arrival eta’s
• Follow through with orders to ensure they are delivered as expected
• Ensure inventory levels are adequate for demand

Relationship Management

• Builds strong relationships with peers, other departments, and managers to best meet company goals and objectives.

What you will bring:

• Minimum 2-5 years customer service in a call center environment handling escalated customer calls
• Prior experience coordinating with warehouse and understanding of warehouse functions preferred
• Completion of undergraduate degree or equivalent experience 
• Ability to problem solve in an empathetic and logical manner
• Excellent verbal and written communication skills
• Experience with CRM (Oracle Service Cloud/Right Now preferred)
• Experience with ERP (SAP preferred)
• Basic Microsoft Word & Excel Skills