Positions Available - AtlasIED Customer Experience Representative - Phoenix, AZ

Position Location

Phoenix, Arizona

Position Summary

MiTek Corporation is a family owned and operated parent company to brands including MTX Audio, Xtant, Coustic and AtlasIED. MiTek's experience in designing, manufacturing, and selling high performance commercial, mobile, residential, marine, and motorsports audio has created some of the best equipment on the market.

MiTek offers a comprehensive benefits package along with long term growth opportunities across its many brands.  Come join the family!

The Position:

We are seeking an experienced and energetic Customer Experience Representative with a passion for audio to support our commercial division.  Ideal candidates will have excellent communication and organizational skills, thrive at problem solving and have a customer focused mentality.  Candidates must also be self-motivated, able to multi-task and work efficiently in a constantly changing environment with a diverse group of customers. 

The position will respond to a high volume of inbound telephone calls, emails, and online tickets from direct and indirect customers and representatives regarding order placement (Purchase Orders), Warranty Claims, and Stock Rotations.  Coordinate the call, email, or ticket in an appropriate manner and administer promotional programs, resolve order problems with shipping, order entry or product failure as determined and/or coordinate with other MiTek Partners.  Will handle customer warranty claims and credit returns from the start of the process to the finish.  Has the ultimate responsibility for the repair or replacement of a quality product that is to be returned to the customer. 

Looking for qualified candidates in the Phoenix, AZ market.


Essential Functions

  • Enter customer sales orders received via phone, fax, or e-mail in accordance with current sales programs, pricing, and delivery requirements.
  • Handle large volumes of inbound and outbound calls, emails, or ticketing system inquiries regarding orders, warranty claims, or credit returns.
  • Confer with customers, MiTek Partners, and independent sales representatives via telephone, email, or in person and provide information about products, order discrepancies, and services. 
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken on archived purchase orders, electronically, etc.
  • Must be able to provide special consideration to special orders as well as special needs of the customer.
  • Must be able to function under stress and go the extra mile to make the customer happy.   
  • Telephone or email responses of correspondence from customers, including external and internal, or follow up with warranty service. 
  • Responsibility to keep Work Instructions current.


Essential Tasks

  • Conduct outbound relationship calling to current dealers/customers.
  • File sales order according to company standards.
  • Enter credit card transactions using POS PC-based system software.
  • Enter customer RA’s received via e-mail or online ticketing system while following current policies and procedures for each RA.
  • Processes literature and POP requirements for territorial sales managers, consumers, dealers, and sales representatives as requested.
  • Ability to maintain internal Mitek system records for warranty repairs.
  • Ability to identify parts cosmetically and/or by bar code and/or by part #.

Qualifications

EDUCATION

High School Education or its equivalent

EXPERIENCE

Minimum of 1 year related experience in a call center environment

Minimum of 1 year understanding of freight claims process and reporting tasks


Skills

Computer Skills

  • Intermediate MS Office applications (Word, Excel, AIM, and Outlook)
  • Basic understanding of POS software applications
  • Ability to learn MiTek’s internal software programs

Other Skills

  • Prior call center experience – inbound/outbound
  • Prior sales experience in a call center environment
  • Prior data entry experience
  • Ability to type at least 40 WPM
  • Understanding of Freight Claims process and reporting tasks

Work Environment

MiTek/AtlasIED is an Equal Opportunity Employer

Normal Office Setting


Physical Demands

N O F C
Physical Abilities
Stand
Walk
Sit
Handling/Fingering
Reach Outward
Reach Above Shoulder
Climb
Crawl
Squat or Kneel
Bend
Lift / Carry
10 lbs or less
11 - 20 lbs
21 - 50 lbs
51 - 100 lbs
Over 100 lbs
Push / Pull
12 lbs or less
13 - 25 lbs
26 - 40 lbs
41 - 100 lbs
Other Physical Requirements
Vision
Ability to read from a computer monitor/fine print
Speech
Ability to speak effectively via phone/in person
Hearing
Ability to hear via phone or in person
Smell
Taste
PPE Usage
Ability to wear Personal Protection Equipment as required by position