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Technical Support Coordinator

Rock Hill, South Carolina, United States

Technical Support Coordinator

Rock Hill | South Carolina | United States

Lionbridge enables more than 800 world-leading brands to increase international market share, speed adoption of products and effectively engage their customers in local markets worldwide. Using our innovative cloud technology platforms and our global crowd of more than 100,000 professional cloud workers, we provide translation, digital marketing, global content management and application testing solutions that ensure global brand consistency, local relevancy and technical usability across all touch points of the customer lifecycle. Based in Waltham, Mass., Lionbridge maintains solution centers in 28 countries.

Employee Sub-Group: Regular FT Hourly
Work Schedule: Days
Location: Rock Hill , South Carolina
Position Title: Technical Support Coordinator

The Technical Support Coordinator (TSC) builds and maintains strong customer relationships by serving customers' orders and general account needs in a timely and effective manner. The TSC is expected to act on behalf of the customer and to be an advocate for their expressed and implied desires. They must adhere to procedures and processes, promote and embrace change, and actively participate in the continuous improvement of our customer experience.

PRIMARY JOB FUNCTIONS
  • Receive and dispatch service machine repair requests for US customers
  • High volume telephone and E-mail management with customers and service technicians
  • Evaluate customer entitlement according to contract terms
  • Prepare quotations, enter part sales orders, track shipments, and provide online technical support and customer care follow-up for US and Asia customers
  • Work closely with supply chain and logistics for timely shipment of orders
  • Enter domestic and international orders into Oracle ERP system
  • Work with other departments to ensure on-time order fulfillment
  • Process sales returns and credit memos on an as needed basis
  • Investigate and resolve internal and external customer issues in a timely fashion
  • Maintain customer and contract information in Oracle ERP system and SalesForce Service Cloud
  • Generate Oracle ERP and SalesForce Service Cloud reports on an as needed basis
  • Receive and file all required sales file documentation
  • Adhere to existing policies and procedures, and actively participate in internal and external audits


QUALIFICATIONS

Education and Training
  • Position requires Associate's Degree or applicable Customer Service experience.

Experience
  • Minimum of four years' Customer Service experience and order entry experience required
  • ERP system order entry experience with Oracle and SalesForce Service Cloud, a significant plus
  • Experience processing international orders


Knowledge, Skills & Abilities
  • Understanding of and ability to work in a Customer focused environment
  • Strong order entry, order management and administrative skills
  • Working knowledge of Word, Excel, and Access. Reporting a plus
  • Working knowledge of ERP systems. Oracle experience preferred
  • Working knowledge of Service Cloud systems. SalesForce experience preferred
  • The ability to interface effectively at all levels internally, and with the Customer
  • Strong problem solving skills and the determination to solve them in a timely manner
  • Practical understanding of the sales accounting process and the use of purchase orders, internal sales orders, shipping documents, credit/debit memos, receipts, and invoices
  • Practical understanding of terms and conditions, and accounts receivable
  • Experience with, and the desire to partake in, continuous improvement activities
  • Ability to multi-task in fast paced environment, and work with minimal supervision
  • Working knowledge of pricing administration, discounts, promotions etc. a plus


IND

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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Lionbridge embraces equal employment opportunity and a diverse workforce, making hiring and employment decisions based on individual merits and talent without regard to any protected status.
If you believe you need a reasonable accommodation in the online job application process for a posted position, please contact us at careers@lionbridge.com for assistance.