Customer Service Representative

The Customer Service Representative will work closely with the customer and Kodak internal partners ensuring order to cash processing expectations are met. Multi-faceted role that supports warehouse facilities, supply chain, logistics, Sales, Service and the credit/collections department. Processes orders, returns, credits, discrepancies and manages order status follow-up requests, via phone, email and Partner Place/B2B. Role will also create service calls for break/fix repairs.

Customer Service Representative Job Duties:
* Strong Customer Service experience
* Ability to respond to incoming customer inquiries while using multiple systems to accomplish daily tasks
* Build relationships and work closely with customers and Kodak internal partners.
* Exercises active listening skills, conflict resolution and negotiating skills with external customers and internal partners
* Understand customer's expectations, processes and needs. Escalates issues or process gaps and participates in activities to address gaps or misses.
* Work with management and other internal Kodak partners to ensure processes are capable of meeting customer's expectations in an efficient manner.
* Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
* Analyzing information and evaluating results to choose the best solution and solve problems.
* Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
* Prompt in responding to inquiries or to notify customers of any planned adjustments.

Education/Experience:
* Bachelor's degree, Post-Secondary diploma or Equivalent.
* 3 to 5 years of Customer Service Experience preferred.
* Experience with SAP desirable, or an equivalent ERP system.
* Experience with Salesforce desirable.
* Knowledge of personal computer based software applications (MS Office, Lotus Notes and Sharepoint).

Key Competencies:
* Strong problem analysis and problem-solving
* Interpersonal skills
* Communication skills - verbal and written
* Self-motivated and able to work under pressure
* Able to foster and remotely build relationships with internal/external customers
* Attention to detail and accuracy
* Adaptability
* Results Orientated