Service Order Management Specialist

Rohde & Schwarz has an opening on the Service Order Management team in our Columbia, MD office. This is an exciting full-time opportunity to be part of a highly energized and fast-paced team that delivers timely, accurate and professional customer support. The ideal candidate is detail-oriented, has strong analytical skills, and a desire to exceed customers' expectations. This position provides an excellent opportunity to learn customer service skills and continuously improve a variety of business processes.

Your tasks

• Maintain a thorough knowledge of department policies, service processes and product offerings
• Professionally and accurately respond to customer inquiries by researching and utilizing company tools and resources
• Process quotes, orders, RMAs, and customer purchase orders; respond to inquiries about the status of service orders
• Troubleshoot orders and follow-up with customers about order status
• Coordinate with customers, technical staff, and service management to resolve issues with service jobs
• Utilize analytical and problem-solving skills to evaluate business processes and collaborate with team on continual improvement initiatives
• Document processes and work instructions
• Meet key performance indicator (KPI) objectives relevant to the department
• Promote and maintain positive customer relations

Your qualifications

• BA/BS degree or equivalent
• Must be self-motivated with a reputation for getting things done
• The ability to work in a fast-paced, deadline-driven environment
• Must demonstrate integrity and accountability, be highly adaptive, resilient, and view change as an opportunity
• Must have excellent written and verbal communication skills with a keen attention to detail
• Upbeat and enthusiastic attitude with strong interpersonal skills
• Demonstrated passion for providing excellent customer service
• Proficiency in MS Excel a plus
• CRM software a plus
• SAP or similar ERP software experience a plus

Interested?

We are looking forward to receiving your application! This is a full-time hourly position with a total compensation of $20-30 per hour, plus overtime and benefits. Total compensation includes base salary, variable pay (when applicable) plus benefits. The range is determined by the position, geographic location and level. Individual pay within the range is determined by several factors including location, education or training, relevant work history, sales incentive structure and job-related skills. We are committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class.