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Customer Service Rep

Department: Service & Repair
Shift: Day Shift - 8am to 5pm
Location: Rio Rancho, NM 87124
581 Laser Road
Job Type: Full Time
Education: High School
Duration: Permanent
Travel: None


Under general supervision performs a wide variety of telephone communication and clerical tasks including:

Primary duties:

  • Exemplary attendance, consideration of department coverage
  • Receipt and processing customer service inquiries via telephone, mail, fax, email and in person
  • Learning products and parts, using available resources to gain information
  • Initiating repair orders from available information
  • Tracking and expediting of repair and parts orders
  • Calling and emailing customers for required information regarding repair and parts orders
  • Generating return orders
  • Daily Processing of repair orders in preparation for shipping and invoicing
  • Communicating with technicians regarding repair orders
  • Receipt and in-processing of packages according to procedure
  • Generating replacement sales orders

Secondary duties:

  • Unpacking cartons, carefully cataloging contents
  • Contacting customers with repair estimate
  • Billing/invoicing customer repair orders according to procedure
  • Packing cartons for shipment, including required accessories, and checking inventory of contents
  • Pre-packaging parts and accessories
  • Taking daily inventory
  • Assembling and taping cartons
  • Printing packing slips

Although the above is typical of the duties and responsibilities normally performed, additional duties and responsibilities requiring essentially the same skills, knowledge and dexterity may be required.


High school graduate or equivalent required.  Candidates for this position will have some previous experience in customer service field, preferably in handling customer questions via telephone.   Position requires individuals to receive calls in reference to Lectrosonics’ product repairs and return authorizations.  Individual will possess professional verbal and written communication skills, good listening and comprehension of the problematic symptoms of the product as presented by the customer.  Previous clerical experience including basic reading, writing, math and typing skills, along with basic computer operation of at least two years is required. Ability to lift 30 lbs required for secondary packing and shipping duties.


Computer, typewriter, adding machine, label making machine, fax machine, copy machine, credit card machine, telephone and a variety of simple hand tools.  Basic computer w/ order-tracking software and Internet browser, UPS computer manifest machine, carton tape machine, roll-around wagons, small hand tools, telephone. Safety equipment to be worn or utilized as indicated by company policy or applicable State and Federal regulations.


Normal office and factory conditions. Tasks require sitting and/or standing for prolonged periods, walking, carrying and some lifting. 


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