MAJOR FUNCTION : The Customer Service Representative Lead is an opportunity to ensure our customers receive excellent service and support, our internal teams and managing to best practice and we are properly identifying and documenting sales leads.
ESSENTIAL DUTIES & RESPONSIBILITIES :
Provide comprehensive information and basic technical support for customer / prospect inquiries.
Ensures customer product and application related questions are resolved in a professional manner, and escalating technical support assistance as required.
Assist customers in solving their problems or assist them in making sound decisions and achieve customer satisfaction.
Handles customer complaints and provides resolution.
Serves as escalation path for CSR’s and bring to manager’s attention when necessary to ensure that proper and satisfactory services are delivered.
Assists with training initiatives for CSR’s and new employees.
Respond to customer phone calls regarding order entry, product support, and order status inquiries.
Responsible for coordinating the entry and timely shipment of orders received via phone, fax, and e-mail, ensuring professional customer service is delivered and high customer satisfaction achieved.
Perform a wide variety of duties involving Inside Sales and Technical Support functions in order to increase market penetration of Nilfisk Industrial Vacuum products.
Customer / prospect information gained during phone calls will be used to update organization CRM (Salesforce.com) as needed.
Assist outside sales department with customer requests.
EDUCATION : Bachelor's degree preferred EXPERIENCE : Minimum of five years customer service experience, preferably in a manufacturing environment Have a proven history in solid attendance, leadership among peers, and has met metrics as assigned KNOWLEDGE & PERSONAL ATTRIBUTES :
Full understanding of customer service philosophy and procedures
High level of professionalism, accountable and quality driven
Solid attendance and reliable
Capability to be persuasive with customers, keeping customer satisfaction as a guiding factor
Strong phone presence to enhance relationships with customers
Ability to learn products and markets quickly
Capacity to plan, organize, and manage multiple tasks
Aptitude to analyze problems and solve work related issues
Excellent oral and written communication skills
High level of attention to detail
Ability to interact with all functional areas and all organizational levels
Able to represent the company to dealers at all levels of management
Strong awareness of different etiquette and cultures in a business setting and willingness to learn
A team player who strives to support fellow Customer Service Representatives
Strong focus on solution based decisions
Willingness to take ownership of inquiries and provide resolution
Demonstrated leadership skills among team
Job involves working in front of computer screen
COMPUTER SKILLS :
Proficiency in use of Microsoft Office Suite; Word, Excel and Outlook
Working knowledge of ERP systems, such as ERP LN
Working knowledge of CRM systems, such as Salesforce.com
Capability to learn new software