Customer Support Specialist

Job Description

As part of the Tektronix Customer-First strategic pillar, the Customer Success Specialist role, as oftentimes the first contact a customer has with Tektronix, is critical. This role enables high customer retention and is a key influencer of purchasing decisions.

As an Customer Success Specialist, you are responsible for ensuring highest quality customer interactions. You will serve as a liaison between departments and advocate customer needs and issues. You will soon become an expert in all things Tektronix, while always ensuring compliance with Tektronix business practices. You will use active listening skills to determine the needs and interests of potential and existing customers, thus maximizing their delight with Tek and optimizing their revenue potential at the same time.

As the front-line of Tek, Customer Success Specialists satisfy customer needs that range from recommending the most appropriate product, helping with software installation, performing parts research, relaying (and expediting) order status, and working with logistics and manufacturing.

We are seeking an Customer Success Specialist to join our team in Beaverton, OR to support our Americas sales operations.

Essential Capabilities (knowledge, skills, abilities & personal attributes)

• Experience in a order management function, or as a Customer Service rep. The ideal candidate is fulfilled when their customer finds success using a service/product they've helped with.
• Demonstrated customer-first attitude. High motivation and desire for continuous improvement and learning required.
• Ability to partner with technical sales force to become their trusted partner.
• Problem solver with the ability to identify issues in owned processes
• Experience navigating in Oracle or other similar ERP systems to create quotes and enter orders, plus Dynamics or other similar CRM systems is desired.
• Exceptional verbal and written communication skills with the ability to effectively multi-task in a fast-paced environment.
• Outstanding organizational skills with attention to detail
• Flexibility within team environments

Job Requirements

• Reviews daily management with order management team to ensure orders are managed from booking, holds management, and through shipment
• Executes OM processes in accordance with policy
• Contributes to a positive team culture
• Responding to internal and external customer inquiries
• Quickly and accurately creates quotes and booking orders
• Proactively tracks order status and notifying the customer of delays
• Completes export compliance screening as needed
• Identifies & creates leads from customer interactions
• Collaborates with field sales, credit, logistics, and supply chain to solve problems on orders and improve processes to deliver a great customer experience

Work Experience

• 1-2 years working in order management, customer service, technical support, or inside sales
• Experience with Oracle preferred
• Experience with MS Dynamics 365 preferred

Education

• Bachelor's degree in business administration preferred
• A high school diploma or equivalent with appropriate experience will be considered

Additional Details

All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check. Tektronix is an equal opportunity employer. Tektronix does not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, physical or mental disability (if the individual can perform the essential functions of the position with reasonable accommodation), pregnancy, childbirth, or related medical condition, veteran's status or any other status protected by applicable federal, state, or local law.

Candidates with less education/experience may be considered for other opportunities.