Customer Care Specialist

Responsibilities

• Responds to inquiries and requirements from business partners/customers in a timely and professional manner, including product information, price, availability, lead-time, order entry, basic technical assistance, expediting, etc.
• Demonstrates a consistent commitment to service excellence by maintaining a high level of professionalism, integrity, ethical behavior, and mutual respect at all times.
• Follows standard operating procedures (SOPs) and business guidelines.
• Strives to provide a timely first call resolution utilizing designated support and business resources, and provides a warm transfer to an appropriate supporting colleague when not possible.
• Coincides with sales team members on customer support and growth initiatives.
• Participates in business partner/customer visits to WIKA locations.
• Travels to business partner/customer sites to support business objectives on a semi-annual basis (3-5% travel).
• Participates in regularly scheduled reviews of business partner/customer accounts to include sales figures, products sold, and forecasting for future demands.
• Participates in Corrective Actions stemming from business partner/customer feedback.
• Participates in activities and programs to improve NPS (Net Promoter Score) of assigned business partners/customers.
• Identifies efficiency challenges with business partners/customers.
• Promotes continuous learning through participation in group trainings and demonstrates a basic level of product, application, business, or industry knowledge.
• Executes proactive cross-selling opportunities to grow WIKA sales with assigned business partners/customers.
• Participates in relationship matrix between business partner and WIKA inside sales teams.
• Participates in business partner/customer training programs for inside sales as well as identifies potential training gaps.
• Participates in special projects as assigned.

Qualifications

• A High School Diploma required; an Associate’s degree in Business or Technical field preferred.
• Previous Account Management and/or Inside Sales experience required, typically 3-5 years working with Manufacturer’s Reps, Distributors, and OEM Customers.
• Ability to read, understand, and accurately interpret customer drawings.
• Ability to process technical information.
• Excellent verbal and written communication skills.
• Proficient with Microsoft Office 365 and Microsoft Dynamics.

Benefits

• Work-life integration
• Mobile working
• Flexible working hours
• Pension scheme
• Good development opportunities
• Employee discounts
• Atractive remuneration system
• Health initiatives