Customer Service Specialist

MCA, your trusted advisor for wireless communications, data, and security, is seeking an experienced Customer Service Specialist in the Lafayette, Indiana area to support our fast-growing Voice (MSS) division.

MCA seeks team members who share our values: service, growth, teamwork, and safety. As a Military Friendly Employer, we welcome veterans, with over 250 already on board. Join us and become part of the MCA family, where we prioritize both work and enjoyment. We offer competitive compensation and benefits such as Medical, Dental, Vision, 401K, PTO, Holiday Pay, Education Incentives, and more.

WHAT YOU WILL BE DOING:

• Serving as the first point of contact for visitors and customers, while handling incoming phone calls and emails.
• Log all repairs in ERP, determine warranty dates of equipment, and stage for internal repair, or ship to a third-party repair depot. Ensure the repair gets completed and returned to the customer in a timely manner. File warranty claims for reimbursement if applicable. Price out tickets accordingly and prepare for the biller to review.
• Receive and stage products and provide tracking and updates for sales and service teams as well as customers. Ship out products to customers. Collect, assess, and return equipment to the vendor within the allotted timeframe.
• Review, maintain, and update inventory levels based on sales history and customer needs, perform inventory counts, and rotate inventory to ensure parts and equipment are being used from oldest to newest. Ensure inventory assets are always secured and locked.
• Add and remove equipment. Assist in the renewal process.
• Log and schedule calls/jobs for installers and technicians, import time and maintain expired events, update with pricing, and prepare tickets for the biller to review.
• Maintain and update customer contact information as needed.
• Pull and maintain WIP and other reports such as aging, open purchase orders, etc.
• Review sales and service tickets for accuracy and send invoices via email or mail to customers.
• Other duties as assigned.

WHAT YOU WILL BRING TO THE TEAM:

• At least 2 years of experience in customer operations or related fields, such as
  1. Scheduling/Dispatch
  2. Purchasing
  3. Shipping/Receiving
  4. Inventory
  5. Sales Support
• Excellent knowledge and experience using Microsoft Office Products, including Microsoft Word, Microsoft Excel, and Outlook, required.
• Professional communication in both spoken and written form within all levels of the organization, required.
• Ability to succeed in an often fast-paced environment, establish priorities, work independently, and proceed with objectives without supervision.
• Strong organizational and administrative skills. Detail-oriented.
• Discretion; able to handle confidential and proprietary information appropriately.
• High level of integrity.
• Experience in an office setting preferred.

YOUR ENVIRONMENT AND PHYSICAL REQUIREMENTS:

The physical environment requires the employee to work inside.

While performing the duties of this job, the employee is required to frequently stand, walk, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear; lift (overhead, waist level) from the floor, bending; frequently utilize near vision for reading and computer use; occasionally move equipment weighing up to 30 pounds, and frequently position self to maintain computers or other equipment as needed.

TRAVEL REQUIREMENTS:

This position is based on-site at MCA’s Lafayette, IN office and requires attendance Monday through Friday during regular business hours.

DIRECT REPORTS:

No Direct Reports

WHO WE ARE

Mobile Communications America, Inc. (MCA) provides wireless communication, data, and security solutions that enhance workplace safety, security, and efficiency nationwide. Customers trust us to provide a portfolio of turn-key systems, products, and services — including two-way radio communications, vehicle uplift, security video and access control systems, BDA/DAS, remote monitoring, GPS tracking, SCADA, dispatch, mass notification, and point-to-point wireless networks. Our more than 60,000 customers span industries such as public safety, commercial, manufacturing, education, healthcare, utilities, and government. In addition to being the largest Motorola partner in the U.S., MCA has strategic partnerships with over 1,000 major manufacturers to offer an extensive portfolio of products and technologies.

WHAT WE BELIEVE

We are better together through the MCA Way: living our core values of Service First, Growth, Teamwork, and Safety. We take our work and customers seriously and believe our best work can be fun. A component of our business that embodies the MCA advantage is our “Service First DNA” culture. Service isn’t just a motto for MCA, it’s an integral part of who we are and goes beyond our customers to our employees, partners, shareholders, and communities.

NOTE: The above statements describe the general nature and level of work performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Mobile Communications America, Inc. is proud to be an Equal Opportunity workplace and is an Affirmative Action employer. We are committed to creating an inclusive environment that celebrates diversity. At MCA, we are “better together.”

#LI-KR1 #LI-Onsite