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.
RESPONSIBILITIES
· Takes responsibility for fully supporting customer from quote to invoice process.
· Coordinates frequently with local and remote Field Sales, Product Marketing, Global Support, Accounting, Engineering, or Operations staff in order to navigate the path to resolution of customer issues and enable a positive customer experience.
· Uses SAP to provide and update delivery schedules, prepare quotations and reporting status to the customer.
· Responsible for invoicing and keeping accurate records.
· Uses independent judgment in prioritizing and expediting units and examining warranty claims to produce better quality and speedy turnaround of customer requests.
· Sales Order Entry – Power, Spare Parts, & SFDC: Order Entry process (SAP).
· Service Order Administration – Power & SFDC: Service process (SAP).
· Routine reporting functions: sales open order report, RMA backlog, service reports, and revenue reports.
· Maintains constant communications with customer and is responsive to both internal and external customer needs.
· Executes proper processes for DEMO/EVAL units. This includes record, ship, return, and report on these units.
· Clerical tasks as assigned such as filing tax forms and customer purchase orders on SharePoint site and pulling data for audit purposes.
· Receives and completes requests from customers to ensure customer satisfaction.
· Works with efficiency and effectiveness to handle multiple, time sensitive tasks and meet expectations on metrics.
· Works closely with Export Compliance Department on foreign trade transactions to ensure compliance with government exporting regulations.
· Works as a member of the team by assisting and supporting each member.
· Accomplishes daily tasks reliably and accurately.
· Strives for improved functional proficiency. Identifies improvement opportunities within the group and works to remedy them.
· Occasional travel for training or customer meetings. Travel expectation approximately 10%.
· Other duties and projects are assigned as needed.
REQUIREMENTS
· Degree in Business Administration or equivalent
· 3+ years experience in a customer-centric, time-sensitive environment
· Demonstrates proficiency in all procedures and processes and completes tasks in an accurate and timely manner
· Demonstrates capabilities for being assigned higher levels of customer critical activities and additional responsibilities (e.g. customer visits, participation in QBR meetings, leading projects, assistance with special customs requirements, etc.)
· The ability to manage complex customer situations and issues independently.
· Previous experience with customer interface including order entry processes, delivery commitments and follow-on communications preferred.
· Experience with CRM and or business operating systems such as SAP, Salesforce.com or equivalent preferred.
· Some technical education or experience in the electronics field preferred.
· Ability to communicate verbally and in writing in an effective, positive, and professional manner with internal and external customers.
· Ability to comprehend, relate, and follow technical product and complex functional/process specifications.
· Effective organizational skills and strong attention to detail.
· Ability to manage and follow-up on competing priorities, conflicts and problems in a demanding, time-sensitive, customer-centric environment.
· Strong computer skills in Microsoft Office (Word, Excel, Outlook), data management, business systems and planning software (SAP preferred).
· Must bring a positive and professional attitude with the ability to manage conflicts.
· Possess a drive to learn more, increase productivity, and provide excellent customer experiences.
· Must have time management skills to work effectively in an organized fashion and provide internal and external customers with prompt follow up.
