Customer Support Specialist- Jasper, IN - Jasper

High Level Statement of the Role:

The Customer Support Specialist provides all internal support for a dedicated territory, serving as the primary point of contact for all territory customers, dealers, and field sales. The role is responsible for developing relationships tailored to the specific needs of dealers and customers.

• Team with Field Sales and supply partners to strengthen customer relationships.
• Build customer loyalty:
  • Handle customer inquiries and concerns through phone and email.
  • Own a customer problem from first contact through resolution.
  • Account for all customer interactions.
  • Treat complaints as opportunities to drive loyalty by addressing needs effectively.
• Utilize , SAP, and Outlook to manage workload, capture information, and support customer requirements.
• Document and communicate quality issues in the Quality Notification system.
• Proactively manage and prevent sales disputes; update comments at least every two weeks.
• Provide back‑up support for teammates.
• Effectively manage all aspects of orders including timely processing and VL10/load planning updates.
• Prioritize workload to achieve customer goals.
• Attend and participate in customer dinners and lunches as appropriate.
• Travel as needed to the territory to further develop customer relationships.
• Manage phone calls and emails: log all activities as cases in ; maintain 80% ACD, 7.5‑hour resolution time, and 90% positive survey results.

• Problem‑solving,, finding root causes and effective solutions.
• Understanding other business areas and communicating across the organization.

• Supportive of teammates.
• Positive attitude and approach.
• Empathy and patience.
• No complaining, criticism, or gossip.

• Proficient user of SAP and
• Microsoft Office and Outlook.
• Embraces technology and change.

• Strong written and verbal communication.

• Commitment to Kimball International and our customers.
• Delegation skills.
• Continuous improvement of processes.

• Follow‑up, thoroughness, attention to detail, initiative.
• Creative thinking and negotiation capabilities.
• Support new and revised initiatives.
• Accountable.

• Previous customer service experience preferred.
• Basic computer skills required; knowledge of SAP and Salesforce systems desired.

The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.

Kimball International, Inc. will not sponsor applicants for employment/work visa status (e.g., H‑1B).

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