Electronic Theatre Controls
Join to apply for the
Customer Service Rep
role at
Electronic Theatre Controls
(ETC).
Electronic Theatre Controls (ETC), a global leader in event lighting technology, is seeking a Customer Service Representative to join our Austin office. This challenging yet fulfilling role offers the opportunity to showcase your talents in a supportive, close‑knit environment while benefiting from big‑company perks and a small‑company feel.
Representative Responsibilities
Coordinate order processing and tracking.
Check and clear purchase order inbox daily.
Ensure standard product orders are entered accurately into ETC’s business system.
Maintain open orders, ensuring accuracy and proper scheduling.
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 of receipt.
Research and provide order information for other company‑wide departmental inquiries.
Flag and maintain any pricing or discount changes in the 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 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, and 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 voicemail helpful.
General knowledge of basic office equipment.
Ability to work weekends and evenings as required.
Ability to travel.
Minimum Qualifications
Post‑secondary education or equivalent experience.
1–3 years of experience in customer service.
ERP/SAP knowledge helpful.
Theatrical experience and/or product knowledge helpful, but not required.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Appliances, Electrical, and Electronics Manufacturing
#J-18808-Ljbffr
Customer Service Rep
role at
Electronic Theatre Controls
(ETC).
Electronic Theatre Controls (ETC), a global leader in event lighting technology, is seeking a Customer Service Representative to join our Austin office. This challenging yet fulfilling role offers the opportunity to showcase your talents in a supportive, close‑knit environment while benefiting from big‑company perks and a small‑company feel.
Representative Responsibilities
Coordinate order processing and tracking.
Check and clear purchase order inbox daily.
Ensure standard product orders are entered accurately into ETC’s business system.
Maintain open orders, ensuring accuracy and proper scheduling.
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 of receipt.
Research and provide order information for other company‑wide departmental inquiries.
Flag and maintain any pricing or discount changes in the 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 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, and 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 voicemail helpful.
General knowledge of basic office equipment.
Ability to work weekends and evenings as required.
Ability to travel.
Minimum Qualifications
Post‑secondary education or equivalent experience.
1–3 years of experience in customer service.
ERP/SAP knowledge helpful.
Theatrical experience and/or product knowledge helpful, but not required.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Appliances, Electrical, and Electronics Manufacturing
#J-18808-Ljbffr