Customer Service Representative

Responsible for acting as a liaison between the customer and manufacturer to ensure proper processing of the repair sale. Follows-up on repair status, pricing issues, billings, technical questions, and escalates concerns to management as appropriate. Collaborates with other Team Schein Members to assist the customers in resolving their issues. Utilizes varying customers’ systems to maintain accurate repair/estimate information to ensure the completion of approval/denial of repair estimates. Handles, then responds to and/or escalate as appropriate, inbound calls and communications from Special Market and Multisite customers. Creates repair orders for incoming equipment that will be repaired by the manufacturer for Special Market and Multisite customers. Manages communications with equipment manufacturers and vendors regarding repair inquiries, such as creating repair POs, requesting status on repairs, expediting billing and shipments for Special Market and Multisite customers. Provides customer and administrative support for repairs, DrillOnDemand and other equipment solutions programs. Responsible for following all ISO procedures. Participates in special projects and performs other duties as required.