Electronic Theatre Controls (ETC), a global leader in event lighting technology, is seeking a Customer Service Representative to join our Austin office. This is a challenging yet fulfilling role where you’ll have the opportunity to showcase your talents while working in a supportive, close-knit environment. We’re looking for candidates with excellent customer service skills, strong communication abilities, and experience in order processing. At ETC, you’ll enjoy the best of both worlds—big company benefits with a small company feel—while being part of a culture built on our motto: have fun and make money. Every day, we combine innovation, teamwork, and enjoyment to deliver world-class service to our clients. If you’re ready to grow your career with a company that values excellence and fun, we’d love to hear from you.

Representative Responsibilities:

Coordinate order processing and tracking

Check and clear purchase order in-box daily

• Ensure standard product orders are entered accurately into ETC’s business system

• Maintain open orders ensuring that they are accurately scheduled and maintained

• Proactively inform customers of any changes to shipping dates, freight, pricing, etc.

• Oversee customer shipping requirements of orders and affirm priorities

• Provide freight estimates to customers as needed

• Issue Return Merchandise Authorizations (RMA) when appropriate

• Investigate customer credit requests for approval or denial. Complete research within 24 hours from receipt

• Research and provide order information for other company wide departmental inquiries

• Flag and maintain any pricing or discount changes in business system

• Request proof-of-delivery (POD) from carriers as needed

• Serve as primary customer contact for standard product at ETC

• Provide positive and professional communication

• Ensure that the deadlines for any requested information/tasks from dealers/sales reps are met

• Provide repair part numbers and other information to end-users for ETC’s incandescent fixture products

• Prepare customer follow-up reports as needed

• Furnish ETC product information/policies/pricing/general information to non-dealer inquiries

• Direct end-users to appropriate dealers or manufacturer’s representatives as needed

• Remain current on changes in policies, procedures, and product offerings of ETC

• Represent the Customer’s needs/concerns within ETC

• Work with Accounts Payable to release or hold customer orders as appropriate

• Relay customer issues and concerns to appropriate departments for resolution

• Suggest process improvement for internal and external situations

• Resolve customer conflicts efficiently and in a timely manner

• Enter business system notifications of customer complaints/comments

• Other duties as requested or assigned

• Complete special projects and requests in a timely and positive fashion

• Back up Technical Support by covering ACD overflow

• Assist with on-site customer visits

• Support ETC sales effort

• Excellent communication and interpersonal skills

• Superior organizational, problem-solving, and negotiating skills

• Computer skills required (Excel, Word, Internet Explorer)

• General shipping carrier/process knowledge

• Familiarity with multiple line telephone and voice mail helpful

• General knowledge of basic office equipment

• Ability to work weekends and evenings as required

• Ability to travel

Min Qualification

• Post-secondary education or equivalent experience

• 1-3 years of experience in customer service field

• ERP/SAP knowledge helpful

• Theatrical experience and/or product knowledge helpful, but not required