Customer Service Associate (Issues Resolution Group Level I)

MSA, The Safety Company; Pennsylvania; On-site; USD 48,000 - 52,000; Full time

Job summary

MSA, The Safety Company is hiring a Customer Service Associate (Issues Resolution Group Level I) in Cranberry Township, PA. The role focuses on accurate documentation of product concerns in SAP as CQNs, monitoring inquiries, and processing warranty-related orders.

You will handle customer communications, coordinate returns, and ensure timely updates to orders while maintaining a high standard of service and compliance.

Qualifications

• High School Diploma or GED required.
• Minimum 2 years Customer Service experience.
• Strong organizational skills and ability to manage multiple tasks.
• Proficiency with Microsoft Office and Customer Experience Systems (e.g., Ring Central, NICECXOne, Cisco).
• Excellent written and verbal communication, with customer focus.

Responsibilities

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

Skills

Customer service

Multitasking

Written & verbal comm.

Education

High School Diploma or GED

Associate’s Degree in Business or related field

Tools

Microsoft Office

Ring Central

NICECXOne

Cisco

Job description

MSA, The Safety Company

Customer Service Associate (Issues Resolution Group Level I)

US-PA-Cranberry Township

Full-Time

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'llbe instrumental inmaintainingcustomer satisfaction and upholding warranty compliance. If you'resomeone who thrives in a fast-paced environment and takes pride in clear, effective communication,we'dlove to hear from you. This role willbe responsible forthe following tasks:

• Receive and/orinitiateroutine 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, providingtimelyfollow upto 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'pointsbalances.
• 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.
• Submitexpedite requests in Salesforce for warranty replacement orders, as needed.

Qualifications

Education& ExperienceRequired

• High School Diploma or GED equivalentrequired
• Minimum 2 years Customer Service experience
• Strong organizational skills and proven ability to manage multiple tasks at once.
• High levelof 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.

MSA is committed to the principles of equal employment opportunity and to providing a workplace that is free from unlawful discrimination. As such, it is MSA’s policy not to discriminate against any employee or applicant for employment on the basis of the person’s age, color, creed, disability, ethnicity, race, religion, gender, marital status, sex, sexual orientation, gender identity, national origin, citizenship status, veteran’s status, genetic information, political affiliation, disabling condition, or any other category protected by applicable federal, state, or local law. MSA also makes reasonable accommodations for individuals with disabilities who are otherwise qualified to perform a job unless such accommodations would impose an undue hardship.

If you are an individual with a disability and need an accommodation to assist you in navigating this career site, let us know. Contact Us MSA is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans.

Equal employment opportunity, including veterans and individuals with disabilities.