Customer Service Associate (Issues Resolution Group Level I)

MSA, The Safety Company; Cranberry Township (Butler County); On-site; USD 48,000 - 52,000; Full time

Job summary

MSA Safety in Cranberry Township is hiring a detail-oriented customer service professional for our Issues Resolution Group. You will handle CQNs in SAP, monitor inquiries, update returns, and process warranty orders with a focus on accuracy and customer satisfaction.

Ideal candidates have 2+ years in customer service, strong communication, and proficiency with MS Office and CX systems. This on-site role requires teamwork and strict adherence to policy guidelines.

Qualifications

• High School Diploma or GED required.
• Minimum 2 years of Customer Service experience.
• Strong organizational skills and ability to manage multiple tasks.
• High level of computer skills with MS Office and CX systems.
• Excellent written, presentation, and verbal communication skills.
• Proven ability to work in a team environment.
• Associate Degree preferred; SAP experience helpful.

Responsibilities

• Receive and initiate routine calls with customers to document product concerns in SAP.
• Monitor IRG inboxes and CQN intake systems; create CQNs and respond to inquiries.
• Update CQN tasks to reflect progress in returns and evaluation; track return activity.
• Generate warranty replacement orders in SAP and document in CQNs.
• Process warranty parts and labor claims per policy guidelines.
• Release warranty point orders and adjust customer points balances.
• Create electronic UPS return labels for product retrieval for IRG evaluation.
• Create service notifications in SAP for materials shipping from customers to MSA locations.
• Submit expedite requests in Salesforce for warranty replacement orders as needed.

Skills

Organizational skills

Communication skills

Teamwork

Multitasking

Customer service

Microsoft Office

CX systems

Education

High School Diploma or GED

Associate’s Degree

Tools

SAP

MS Office

Ring Central

NICECXOne

Cisco

Job description

Overview

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.

At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.

Are you in? Read on for more details about this particular role.

Responsibilities

MSA Safety is seeking a detail-oriented customer service professional to join our Issues Resolution Group at our corporate headquarters in Cranberry Township, Pennsylvania. In this role, you'll be instrumental in maintaining customer satisfaction and upholding warranty compliance. If you're someone who thrives in a fast-paced environment and takes pride in clear, effective communication, we’d love to hear from you. This role will be responsible for the following tasks:

• Receive and/or initiate routine telephone calls from/to customers, primarily focused on creating Customer Quality Notifications (CQN) in SAP to document product concerns.
• Monitor IRG inboxes and online CQN intake submission systems, creating CQNs and responding to general or follow-up inquiries.
• Update CQN tasks to document progress within the returns and evaluation process. Track and monitor return activity, providing timely follow up to customers.
• Generate warranty replacement orders in SAP and document order information in the corresponding CQN.
• Process warranty part replacement and labor claim requests in strict compliance with policy guidelines.
• Release warranty point orders and make appropriate adjustments to customers' points balances.
• Create and document electronic UPS return labels for products to be retrieved from customers, facilitating IRG evaluation.
• Create and document service notifications in SAP for materials shipping directly from customers to an MSA Service location.
• Submit expedite requests in Salesforce for warranty replacement orders, as needed.

Qualifications

Education & Experience Required

• High School Diploma or GED equivalent required
• Minimum 2 years Customer Service experience
• Strong organizational skills and proven ability to manage multiple tasks at once.
• High level of computer skills with specific emphasis on Microsoft Office and Customer Experience Systems (such as Ring Central, NICECXOne, Cisco, etc.)
• Excellent written, presentation, and verbal communication skills, with a focus on customer correspondence.
• Proven ability to work in a team environment.

Education & Experience Preferred

• Associate’s Degree in Business, Communication, or relevant field preferred
• Experience with product troubleshooting
• Working knowledge of SAP

This roles salary is 48-52k/year.