Title: Customer Support Representative
POSITION SUMMARY:
The Customer Support Representative (CSR) is the initial point of contact for inbound customer needs. Interacting daily with customers via phone, email, and web, the CSR acts as a representative of the customer to the company and use all available resources in order to provide accurate and prompt resolutions to customer issues and an overall positive customer experience.
ESSENTIAL RESPONSIBILITIES:
- Sales Order Entry – Power, Spare Parts, & Flow Products: SAP transactions per Order Entry process.
- Service Order Administration – Power & Flow: SAP transactions per Service process.
- Routine Reporting functions: sales open orders, RMA backlog, customer activity, sales reports, and revenue reports.
- Constant customer contact.
- Demo/Eval administration: execute proper processes to record, ship, return, and report on units.
- Clerical tasks as assigned: filing, sorting, copying, assistance for fellow workers or projects.
- Receiving and completing requests from customers to ensure needs are met.
- Working with internal customers regularly to enable a positive customer experience for all customers of the Customer Advocacy group.
- Working with efficiency and effectiveness to meet expectations on metrics.
- Foreign trade transactions.
- Responsive to internal and external customer needs. Develop relationships with all customers of the Customer Advocacy group to enable a positive, productive work environment.
- Accomplish daily tasks reliably and accurately. Strive for improved functional proficiency. Identify improvement opportunities in the group and work to realize them.
- Other duties as assigned.
WORK ENVIRONMENT:
Work in a standard office environment using general office equipment (phone, fax, copier, PC, etc). Operate in individual and team settings under limited supervision. Requires movement around office and between buildings for meetings. Occasional travel for training or customer meetings. Travel expectations are 10%.
SKILLS:
- Communicate verbally and in writing in an effective, positive, and professional manner with internal and external customers. Build, strengthen, and promote AE-customer relationships.
- Comprehend, relate, and follow technical product and complex functional/process specifications requiring effective organizational skills and ability to handle details accurately.
- Manage and follow-up on competing priorities, conflicts and problems in a demanding, time-sensitive, customer-centric environment.
- Utilize strong computer skills in word processing (Word), spreadsheets (Excel), email, data management, and business systems and planning software (SAP preferred).
- Positive and professional attitude. Work with team spirit or as individual contributor with limited supervision. Able to manage conflicts.
- Drive to learn more, increase productivity, provide excellent customer experiences, and change.
- Manage time; work efficiently and in an organized fashion. Provide prompt follow up.
EXPERIENCE:
Essential:
2-4 years experience in a customer-centric, time-sensitive environment. The ability to manage complex customer situations and issues. Handle multiple tasks and multiple customers from a total support environment, from order entry to follow-on support.
Desirable:
Proven experience with customer interface including order entry processes, delivery commitments and follow-on communications. Experience with SAP business operating systems or equvalent.
EDUCATION:
Essential:
BA/BS in Business or related field, or equivalent education and/or experience
Desirable:
Some technical education or experience in the electronics field.