Customer Support Specialist

Descrizione

Essential Duties/Principal Responsibilities:

• Order Management: Processes orders for products and/or services from sales staff or direct customer contact. Orders may range from off-the-shelf quick ship to more complex, longer cycle projects. Responsible for proactive, thorough follow up on order backlog to ensure order details are current.  Provides timely communications on order status and changes to relevant parties. May coordinate and meet with other departments regarding order status, shipping dates, prices, product availability and back orders. Maintains virtual customer files with sales contracts and other information.
• Customer Billing Resolution:  Investigates and resolves billing issues related to  customer disputes as relayed from A/R collections team.
• Sales Support: Provide price & availability, formal quotations and other pre and post order support functions
• Perform backup coverage within specific team and across other teams of similar function.
• Comply with all established policies and procedures.

Additional Responsibilities:

• Participate in new initiatives as requested
• Assume other duties and responsibilities as required

Key Competencies:

• Continuous improvement mindset

• Cross-boundary collaboration

Key Relationships:

• External:   End users, contractors and other direct customers
• Internal:    Sales, finance, operations and engineering teams

Required Qualifications:

Minimal education & experience, essential skills & abilities and required license/certification to perform this job.

• Bachelor’s degree or 5+ years of relevant experience

• Legendary customer service skills; an unwavering passion for taking care of the customer

• Excellent communication skills  (written and verbal)

• Experience with Enterprise Resource Planning (ERP) tool

• Ability to work independently

• Strong & respectful collaborative skills and business acumen

• Ability to work with diverse workforce and customer base in a matrixed organization

• Technical aptitude

• Proficient in Microsoft Office

Preferred Qualifications:

Additional preferences for a specific position.

• Experience with Salesforce.com Customer Relationship Management (CRM) and Select Configure Price Quote (SCPQ) tools
• Experience with supporting engineered projects from quote/bid to order delivery and invoicing
• Continuous improvement, lean practices, value stream mapping and waste elimination experience

Physical Demands:

(The physical demands described here are representative of those that must be met by an 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.)

• Regularly required to sit or stand, reach, bend and move about the facility

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.)

• Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.
• Standard weekly job hours: 40 hours