Customer Solution Specialist - II

Job Description

Accountabilities

Individual accountabilities

Provide exceptional service and support to our customers
Quickly acquire robust knowledge of products and processes in order to best service our customers, both internal and external
Communicate directly with customers to offer product solutions, provide technical information, and order status.
Promptly, professionally, and accurately respond to customer requests received through multiple communication channels, within established time frames.
Provide and follow up on quotes; recommend alternative products when appropriate, convert quotes to orders.
Partner with Operations to ensure prompt shipments and on-time delivery
Manage backorder and other daily reports
Build and expand customer relationships to ensure repeat orders and increased business
Support customers in quality issues, including issuing RGAs and expediting product replacement
Meet or exceed established KPIs
Follow documented best practices, policies, and procedures
Other projects or assignments

Shared accountabilities

Contribute ideas and information for process improvement
Support and contribute to cross-functional projects as needed
Work cross functionally to ensure exceptional customer satisfaction
Key linkages & interfaces / most important stakeholders
Operations, Product Management, Sales, Procurement, Accounting

Requirements of the job

3 years experience in B2B customer service call or contact center
College degree or equivalent work experience
Excellent written and verbal communication skills
Mathematical / Technical aptitude
Intermediate to advanced experience in Salesforce CRM, Various ERPs, MS Office Products (Excel, Word, PowerPoint)
Experience working in distribution and / or manufacturing environments a plus

Parameters for success (KPIs)

Salesforce Case Queue Closure Rate
Order Intake Response Time
Quote Request Response Time
Quote Conversion Rate
NPS Scores (Customer Satisfaction)
Workload Balance
Dropped Call %