Customer Service Associate (issues Resolution Group)

Job Opportunity At MSA Safety

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career. At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day. Are you in? Read on for more details about this particular role.

Responsibilities

MSA Safety is seeking a detail-oriented customer service professional to join our Issues Resolution Group at our corporate headquarters in Cranberry Township, Pennsylvania. In this role, you'll be instrumental in maintaining customer satisfaction and upholding warranty compliance. If you're someone who thrives in a fast-paced environment and takes pride in clear, effective communication, we'd love to hear from you. This role will be responsible for the following tasks:

1. Receive and/or initiate routine telephone calls from/to customers, primarily focused on creating Customer Quality Notifications (CQN) in SAP to document product concerns.
2. Monitor IRG inboxes and online CQN intake submission systems, creating CQNs and responding to general or follow-up inquiries.
3. Update CQN tasks to document progress within the returns and evaluation process. Track and monitor return activity, providing timely follow up to customers.
4. Generate warranty replacement orders in SAP and document order information in the corresponding CQN.
5. Process warranty part replacement and labor claim requests in strict compliance with policy guidelines.
6. Release warranty point orders and make appropriate adjustments to customers' points balances.
7. Create and document electronic UPS return labels for products to be retrieved from customers, facilitating IRG evaluation.
8. Create and document service notifications in SAP for materials shipping directly from customers to an MSA service location.
9. Submit expedite requests in Salesforce for warranty replacement orders with delivery promise dates exceeding three days, documenting issue numbers in CQNs.

Qualifications

Education & Experience Required:

• High School Diploma or GED equivalent required
• Minimum 2 years Customer Service experience
• Strong organizational skills and proven ability to manage multiple tasks at once.
• High level of computer skills with specific emphasis on Microsoft Office and Customer Experience Systems (such as Ring Central, NICE CXOne, Cisco, etc.)
• Excellent written, presentation, and verbal communication skills, with a focus on customer correspondence
• Proven ability to work effectively in a team environment

Education & Experience Preferred:

• Associate’s Degree in Business, Communication, or relevant field preferred
• Experience with product troubleshooting
• Working knowledge of SAP