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Customer Services Professional 3

  • Location

    Johnson City, United States

  • Sector:

    Admin/Clerical

  • Job type:

    Contract

  • Contact:

    Sonu Chouhan

  • Job ref:

    21509

  • Published:

    11 months ago

  • Expiry date:

    2020-10-10

Position Overview:

Deals with most problems independently and has latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

  • Must have strong reporting experience, meeting deadlines, and meeting high accuracy goals.
  • Respond and resolve problems in a timely and accurate manner while providing excellent customer service.
  • "Transfers" expected to integrate processes and results from other workflows and disciplines to develop and accountably propose appropriate and effective solutions for significant parts of solutions
  • Manage the data workflow, as it interacts with the workflow in the CRM tools
  • Utilize CRM tool to directly communicate to internal/external customers, suppliers and affiliates.
  • "Transfers" expected to integrate processes and results from other workflows and disciplines to develop and accountably propose appropriate and effective solutions for significant parts of solutions
  • Primary focus will be supporting multiple product lines within assigned business segment for customer types including industrial, and construction distributors, end user accounts, and OEMs.
  • Follow up and engage stakeholders as required until the expected release date for open orders are addressed accordingly.

Required Knowledge/Skills, Education, and Experience:

  1. Specialized skill training/certification may be required. Associates degree in related discipline is preferred.

  2. 5+ years of practical Customer Support experience

  3. Demonstrated ability to reproduce a customer problem, isolate cause and drive resolution.

  4. Demonstrated logical reasoning, situational and time management while presenting a positive attitude with customers and co-workers.

  5. High Level of professionalism and excellent customer service skills.

  6. Ability to multitask and handle a high volume of work accurately.

  7. Excellent verbal, written, and organization skills.

  8. Desire to grow within the company.

  9. Ability to work within a team environment.

  10. Must be a self-starter.

  11. Ability and desire to learn assigned business segment product line. May need to take internal product training classes.

  12. Ability to successfully complete required training program.

  13. Strong data analytical and problem-solving skills in identifying patterns and trends.

  14. Proficient with Microsoft Suites.

Preferred Knowledge/Skills, Education, and Experience

  1. Knowledge of SAP, CRM systems and Quotation tools.
  2. 5+ years of practical Customer Support experience supporting industrial, construction, mechanical, and/ or electrical industries.

Additional ongoing responsibilities:

  • Develop knowledge of assigned products within division and systems to move within the Customer Support Organization.
  • Develop lasting professional relationships within organization such as: plants, warehouses, sales, standard pricing, product managers, and buyers.
  • Understand the business unit organizational charts allowing you to escalate and resolve issues within the organization.