ONLINE JOB APPLICATION

Customer Service Representative

Essential Duties and Regulations

Answers incoming calls, e-mails, and/or faxes to process orders for merchandise from consumers.
Enters order data into computer and informs customer of unit prices, shipping date, anticipated delays, and any additional information needed.
Enters Business Partner Data into SAP for new retail customers, consumers from product registrations and Pro-Staff Members, who are also entered into an Access data base.
Responds to shipment and inventory inquiries, confirms orders, and resolves discrepancies.
Responsible for specific dealers and sales representatives in a geographic territory. Call Campaigns and work process for the members within the territory drive duties and are the basis for self-directed activities.
Places outgoing calls in designated Geographic territory to announce promotions, introduce new products, confirm open orders, recommend additional products to meet customer needs, provide follow-up for purchase order discrepancies, and monitor consumer’s on-hand inventories.
Provides customers with product or service information to assist them in determining appropriate merchandise to purchase. May arrange special orders or delivery.
Provides technical support to customers via verbal and written communication. Requires knowledge of the Swarovski Optik Online Ballistic Calculator and ability to communicate its features and benefits.
Interfaces with field sales staff to help secure orders. Follow established procedures for corporate identity in the support of and differentiation between brands.
Responsible for achieving individual and department sales goals, including assisting other team members as necessary.
Researches Return Authorizations and enters them into SAP, pending receipt of goods. Follows-up with customer until product is received.
May confer with personnel from other departments to expedite or trace missing or delayed shipments.
Assists Repair Department by issuing Service Order numbers.
Completes miscellaneous project work in preparation for major trade shows, meetings, or mass mailings. Attends annual trade shows as needed.
Maintains cleanliness and organization at workstation.

Job Holder Requirements

The requirements necessary for minimum proficiency on the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily; apply knowledge and skill in a practical manner to effect practical performance. This includes assimilating information and analysis if issues for practical application. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associates Degree; and one to three months of related experience and/or training; or equivalent combination of education and experience.
Knowledge of product line and customer service policy and procedures.
Effective interpersonal skills.
Problem-solving ability.
Conflict resolution capabilities.
Attention to detail.
Proficiency with Word, Excel, Access and Outlook.

Physical Demands

While performing the duties of this job, the employee is occasionally required to stand, walk, sit for long hours at a computer terminal, and use hands and fingers to operate a keyboard. Specific vision ability required by this job includes close vision to view computer monitor.

Senior Service Desk Analyst

Position Purpose

Responsible for help desk and various IT administration functions.

Essential Duties and Regulations

Manages and performs system administration functions including:
- Continued maintenance, support and development of core network and server components.
- MS Windows server OS maintenance including Active Directory and Exchange.
- Citrix server administration.
- SQL Server , IIS , Print & File server admin & maintenance
- Ensuring O/S, messaging and application security utilizing various software and appliances providing anti-virus, anti-spam patch mgt and IPS
- Performing hardware and software installations, upgrades and repairs
- Administering and supporting various IP services such as DNS, DHCP and WINS.
- Administer Blackberry Rim Server software and integration w/ Exchange/AD
- Maintaining other infrastructure such as SharePoint Services and virtualized environment (VMware).
- Cisco appliance infrastructure maintenance (Firewalls , VPN, IPSEC Tunnel, Radius , Layer 2-3 switches)Troubleshooting all production and development system issues
- Administer Cisco Voice Mail and call routing servers and the integration with AD/ Exchange
- Producing documentation on systems, networks, policies and procedures
Manages Data Center (DC) operation including:
- Ensuring all computing and network resources in the DC run at optimal levels of performance
- Monitors Liebert AC, room temp, and APC UPS units through visual inspection and email alerts
- Support of the systems and network infrastructure as it relates to VoIP, cellular phones and smart phones (Blackberries)
- Monitoring and ensuring system backup integrity and completion of all backup activities
- Maintaining IT operation policies and procedures including production related jobs, batch workload/ schedule mgt, escalations and notifications
Performs Help Desk functions including:
- Assisting SONA staff and sales reps with IT-related challenges
- Responding to help desk requests in a timely manner
- Providing password resets and unlock accounts
- Configuring computer hardware and software on PC's
- Providing other IT administrative tasks as required
Works in close conjunction with corporate IT Team and acts as Company representative with regard to corporate policies and new initiatives.
Special projects as directed.

Job Holder Requirements

Bachelor's degree in Computer Science or equivalent Technical degree from a four-year college or university; and minimum two years related experience and/or training; or equivalent combination of education and experience.
Demonstrated knowledge of SQL server, Microsoft Windows Server including Active Directory and Exchange.
Knowledge of Citrix server configuration and support.
Knowledge of SharePoint Services and virtualized environments.
Demonstrated understanding and general knowledge of business operations.
Advance IT skills, i.e. PC and Network troubleshooting preferred.
Effective communication skills, both written and verbal.
Demonstrated ability to manage multiple priorities simultaneously.
Proven ability to gather and analyze data, draw logical conclusions, and make appropriate recommendations.
Ability to work in a team based environment.
Demonstrated proficiency is MS Office products as well as proficiency in job-specific computer requirements.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is normally performed within an office environment.

Physical Demands

The physical demands described here are representatives of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand, walk, sit for long hours at a computer terminal, and use hands and fingers to operate computer equipment. The employee is required to operate office equipment and handle paper, books and files. Specific vision ability required by this job includes that necessary to focus on computer screens and analysis. Employee may be required to lift equipment weighing up to 30 lbs.

Please email resume and cover letter to optikjobs.usa@swarovskioptik.us if interested in this postion.

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