Senior Customer Support Representative - #1131401

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.

Experience & Skillsets:

• 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.

• Occasional travel for training or customer meetings. Travel expectation approximately 10%.