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Customer Service Administrator

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Job Description

  • Phone support for Incoming Service inquiries and technical issues (Tier 1 – customer support, 9AM-6PM (EST), Mon-Fri)
  • Transfer the phone call/ email request to the service engineers or service director for Tier 2- customer support, if it’s required
  • Respond to email messages for customers seeking technical support or any help. 
  • Report to the director of customer service department any potential issues that could impact the timely completion of assigned task, equipment shortcomings, and more complex equipment problems
  • Sending estimate for service call/ parts/ contract/ etc. and process a payment to confirm the on-site service schedule or shipping schedule. 
  • Sending QB invoice to customers as soon as complete the on-site/ in-house service task
  • Reporting service invoices and tracking the payment history weekly
  • Maintains customer/ equipment record and complaint by updating Bella Service Management program and also maintains DHR binders daily.
  • Dispatch engineers and update service schedule for each region on Bella and contacting customer to confirm the service/ PM schedule and equipment/ parts delivery schedule.
  • Tracking the shipping/ receiving record of the loaner handpieces, service loaner and returning parts daily and Report to the director of customer service department 
  • Tracking demo equipment locations include sales rep's demo devices daily/ weekly/ monthly
  • Sending a warranty expiration letter and service contract renewal form to customers
  • Updating warranty/ service contract information with sales invoices on the Service management.
  • Collecting the installation form from sales reps and putting into the DHR binders and make a weekly report
  • Updating shipping/ installation date of new systems on the service management program
  • Ensure that all customer complaints are processed in accordance with the procedure
  • Initiate the Complaint Handling Forms as prescribed in the document and forwarding to the appropriate personnel for further action.
  • Compile all required documents into a complete Device History Record (DHR)
  • Ensure that the DHRs are effectively maintained and updated as necessary 
  • Willingness to learn new technologies, acquire certifications, and apply knowledge in the field
  • Adhere to company guidelines regarding safety procedures.
  • Other duties as assigned from time to time.  

Qualifications

  • Work experience as a Sales/ Service administrator or Customer support agent is a plus
  • Hands on experience with MS Office (MS Excel in particular)
  • Have the ability to learn new software, accounting and concepts quickly 
  • Knowledge of operating standard office equipment
  • Excellent communication skills – written and verbal
  • Excellent organizational and multitasking skills
  • A team player with high level of dedication
  • Experience in Administration or Logistics is a plus
  • Ability to multi-task, priorities and meet deadlines

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