Service Support Representative-Parts

Company: Aristocrat Technologies
Location: Memphis
Posted on: January 27, 2023

Job Description:

SUMMARY
The Service Support Representative - Parts, processes orders for materials or merchandise from Sales, Service or Direct Customer contact as well as process Return Material Authorization for used or defective parts coming back to the warehouse. Duties include maintaining customer files with sales contracts and other information, quoting prices, completing order sheets, and checking the price/quantity of each item listed and managing their work queue to team metrics, quality standards and compliance requirements.
WHAT YOU'LL DO
The Service Support Representative is responsible for answering customer calls via a ACD (Automatic Call Distribution) queue
Responding to emails and chat requests from internal and external customers.
Providing great Customer Service and resolutions to all requests, that are received through the Parts support lines.
Following up with customers when information is needed in a timely manner.
Delivering an exceptional Customer Experience, exceeding expectations.

Will handle Data entry of Sales quotes and orders in Remedy and other corporate internal systems. -Ensuring proper order entry, meeting delivery expectations of the order.

Managing current workload within the Remedy queue to standards established for Parts cases. Ensure orders are processed on time to meet service level agreements.
Identifies correct part numbers required for each order. Ensures internal and external customers are ordering the correct parts.
Availability and Handling of "On Call" Environment and Other duties as assigned.
Managing billing corrections, VLT, Class III, Class II, and Monaco Platform order types.
Other duties as assigned

WHAT WE'RE LOOKING FOR

This position will require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Requires two years in a Customer Service Role with specific order entry responsibilities.
Must be able to read, write, speak and understand English.
Must have strong communication skills, be able to work independently and be team oriented.
Advanced knowledge of sales order and configuration systems preferred
Advanced knowledge of Microsoft Excel, Word, and Outlook

Ability to maintain confidentiality of information regarding the Company and Company products

Demonstrated organization skills and attention to detail
Order entry/Customer Service experience related to gaming, a manufacturing facility and ERP work order management system is desired
Prior experience operating in a heavily regulated environment a plus
Proven ability to function well under pressure
Ability to multitask
Assigned duties are accomplished primarily in an office/production setting. -Must be able to maneuver around an office/production setting, work at a desk/work station and respond to written and oral cues.
Must have the manual dexterity to operate a computer and other necessary office/production equipment.
May be required to bend, reach and lift up to 25 lbs.

WHY ARISTOCRAT?
Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We're a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.
We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V
World Leader in Gaming Entertainment

Robust benefits package

Global career opportunities
OUR VALUES
All about the Player

Talent Unleashed

Collective Brilliance
Good Business Good Citizen
The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Keywords: Aristocrat Technologies, Memphis , Service Support Representative-Parts, Other , Memphis, Tennessee