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Customer Service Representative

Summary:

The incumbent in this position is responsible for customer service and routine communications with domestic and over-seas customers and Photonis Representatives. Performs order entry, order modification and return authorizations using the ERP system. Responsible for placing and monitoring orders submitted by phone, fax, e-mail and through the website. Responds to customer service issues including status, pricing, product availability and any other customer concerns or problems. Maintains and updates customer files and performs daily administrative tasks. Supports Photonis sales staff.

Essential Duties and Responsibilities include the following.

Other duties may be assigned.

  • Enters, expedites and follows-up orders timely and accurately.
  • Provides pricing, delivery information, terms and conditions, order status and return authorization service to customers or as specified by department procedure
  • Interfaces with internal departments to obtain information for delivery/shipping; sets up new customers following specific credit guidelines with the accounting department; communicates with sales representatives; etc.
  • Generates fax, electronic and form/paper based communications, prepares Performa Invoices and updates the order board
  • Distributes product information to customers
  • Processes Export License Applications
  • Supports smaller accounts not requiring visits or as directed by sales and department procedure
  • Manages regional accounts
  • Assists other Customer Service Representatives as needed
  • Promote and Encourage understanding and use of the ISO 9001 based Quality Management System
Competencies:
  • To perform the job successfully, an individual should demonstrate the following competencies:
  • Customer Service (finds out all the needs and interests of his/her customers and tries to atisfy them; is attentive to the customers’ requests; builds lasting, friendly relationships with his/her customers; works effectively with different types of customers, including difficult ones)
  • Attention to Detail - Thorough when performing work and conscientious about attending to detail.
  • Quantity and Quality - Meets productivity standards; works efficiently, but maintains a high level of detail
  • Oral Communication - Listens and gets clarification; responds well to questions; effectively presents information to individuals of the organization
  • Dependability - Follows instructions, responds to direction; keeps commitments
  • Safety and Security - Ensures safety procedures are followed; reports potentially unsafe conditions
Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
High school diploma or general education degree (GED); Customer Service or Accounting experience and/or training; or equivalent combination of education and experience. Ability to use a computer and very good written and oral communication skills are required. Excellent interpersonal skills (both in person and via the telephone) are also required. Ability to affect positive outcomes, even with the most difficult customer, is a must.

Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write routine reports and correspondence. Ability to speak effectively before small groups of customers or employees of the organization.

Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:
To perform this job successfully, an individual should have intermediate knowledge of computer software, as well as an understanding of word processing software (MS Word, Access, Excel) and general reporting software/programs. Working knowledge of SAGE database and AES system is a plus.

Attendance:
Prompt and regular attendance is required. Physical presence at the job site during normal operating hours is required.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is moderate and typical of a business office with computers and printers and light traffic, but may on occasion be quiet (ex. Private office).

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee may occasionally lift and/or move up to 25 pounds (i.e. file boxes).

Specific vision abilities required by this job include close vision and ability to adjust focus.
While performing the duties of this job, the employee is occasionally required to stand, walk, reach with hands and arms; stoop, kneel, crouch, or crawl. The employee is frequently required to sit, use hands to finger, handle or feel and talk1.

 

1 The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel assigned to this job. This position is at will, which means that either the employee or Barr may terminate the employment relationship at any time, with or without notice and for any reason or no reason.