Customer Service Representative

Eastman Kodak Company is looking for a Customer Service Representative to join our team in Dayton, OH or Rochester, NY. The Customer Service Representative works closely with the customer and Kodak internal partners ensuring order to cash processing expectations are met. Multi-faceted role that supports warehouse facilities, supply chain, logistics, Sales, Service and the credit/collections department. Processes orders, returns, credits, discrepancies and manages order status follow-up requests, via phone, email and Partner Place/B2B. Role will also create service calls for break/fix repairs.

Responsibilities:
* Strong Customer Service experience
* Ability to respond to incoming customer inquiries while using multiple systems to accomplish daily tasks
* Build relationships and work closely with customers and Kodak internal partners.
* Exercises active listening skills, conflict resolution and negotiating skills with external customers and internal partners
* Understand customer's expectations, processes and needs. Escalates issues or process gaps and participates in activities to address gaps or misses.
* Work with management and other internal Kodak partners to ensure processes are capable of meeting customer's expectations in an efficient manner.
* Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
* Analyzing information and evaluating results to choose the best solution and solve problems.
* Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
* Prompt in responding to inquiries or to notify customers of any planned adjustments.

Education/Experience:
* Bachelor's degree, Post-Secondary diploma or Equivalent.
* 3 to 5 years of Customer Service Experience preferred.
* Experience with SAP desirable, or an equivalent ERP system.
* Experience with Salesforce desirable.
* Knowledge of personal computer based software applications (MS Office, Lotus Notes and Sharepoint).

Key Competencies:
* Strong problem analysis and problem-solving
* Interpersonal skills
* Communication skills - verbal and written
* Self-motivated and able to work under pressure
* Able to foster and remotely build relationships with internal/external customers
* Attention to detail and accuracy
* Adaptability
* Results Orientated