Position Description

Works closely with the customer and Kodak internal partners ensuring service contract expectations are met.  Supports contract administration and service billings for all Kodak businesses. Manages contract entitlement for equipment sales orders and contract renewals.  Participates in activities to understand, identify root cause and drive improvements for Service issues.  Acts as the primary point of contact for Kodak Service Marketing contracts, billing and activities.

Job Duties:

• Strong Customer Service experience
• Ability to respond to incoming customer inquiries while using multiple systems to accomplish daily tasks
• Engage with the customer and internal partners to ensure smooth execution of contract entitlements.
• 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.
• Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Prior SAP/CRM, Sales or negotiation background a plus

Key Competencies:

• Strong problem analysis and problem-solving

• interpersonal skills
• communication skills - verbal and written
• listening skills
• attention to detail and accuracy
• adaptability
• initiative

Education:

• High School Graduate, Bachelors Degree Preferred