Customer Care Representative/Lead
Nilfisk Group
PA
hace 3 días

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
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