Customer Service Specialist

About the role

The Americas AVIRE team is looking for a highly driven, highly motivated individual to take us to new heights. In this role, you will be responsible for providing outstanding service support for our customers. You will be a part of a team of Regional Sales Managers, Territory Sales Managers, Customer Services Specialists, Inside Sales Specialists, Technical Support Specialists, and Marketing Communications experts with the collective goal to provide the best customer experience in the industry, supporting our customers through every stage of the buying process. Further, you will be a part of a team that has a track record of delivering double digit compound growth while supporting each other. This position will report to the Commercial Sales Operations Manager.

Responsibilities

• Process sales orders and transactions
• Process change orders, credits, credit card transactions and product return authorizations
• Review order status reporting to ensure accuracy and to drive proactive customer outreach
• Provide quotes to customers for requested projects
• Manage inbound calls, outbound calls and emails in a timely manner, and maintain records utilizing our CRM – Salesforce.com
• Identify customers’ needs and provide solutions when handling customer requests
• Communicate with other areas of the company with regards to customer questions and concerns
• Run order reports to proactively ensure orders are shipped on time
• Provide basic technical support on product issues
• Meet personal and team qualitative and quantitative targets, as well as contribute to process improvements and initiatives to help drive a best-in-class customer service experience
• Advocate for customer needs within the business providing insights to other functional areas to ensure continuous improvement
• Performs other job duties as assigned

Requirements

• Associates degree in Business Administration, Marketing, Communications, Sales, Engineering, or a related field or equivalent experience; Bachelor’s degree is preferred
• A minimum of 1 year of customer service or inside sales experience
• Action-Oriented Curiosity: readily take on challenges, identify and seize new opportunities, outstanding history of delivering on projects, work on problems that truly need solving, effectively challenge the organization to be better, cut through clutter and focus on priorities that align with organizational objectives
• Collaboration: embrace the unique experiences, viewpoints, and abilities of teammates and proactively engage those differences to come to the best possible outcome
• Empowerment: thrive in an environment where you can make decisions, do not shy away from taking a stand, recognize the importance of challenging the team to strive for more, take responsibility to solve customer problems the first time
• Accountability: take responsibility for your actions and deliver on your commitments
• Inclusion: in all aspects of your work, treat everyone with respect

Performance Objectives

• Achieve a high level of customer satisfaction by consistently attaining customer service standards measured through net promoter scoring
• Resolve customer complaints and issues efficiently, resulting in a high resolution and response rate
• Increase sales by effectively upselling and cross-selling products and services
• Maintain accurate customer records and transactions within Salesforce
• Identify customer needs, clarify information and provide solutions with a high level of efficiency when handling customer requests
• Resolve customer issues by working with internal departments and escalating issues when necessary

Skills

• Strong interpersonal and communication skills
• Proven ability to problem-solve
• Strong active listening and empathy skills
• Patience and composure under pressure
• Excellent written, verbal, and interpersonal skills to work effectively with diverse groups of people both within, and outside, of the organization
• Fluent in English and primary language used in area of responsibility and/or location

Benefits

• Competitive salary
• Complete benefits package including health, dental & vision insurance, 401K, vacation, and generous parental leave
• Paid time off
• Professional development training opportunities
• Hybrid schedule with flexibility

About the company

AVIRE combines 6 market-leading brands (Rath, Janus, E-Motive, TL Jones, Microkey, and Memco) within the elevator and emergency communications industries; currently offering light curtains, emergency telephones / GSMs, and life safety solutions. Each brand has a strong market presence, a unique identity, a distinct product range, and a long, successful history. The group has manufacturing locations in 4 countries, R&D in 3 countries and Sales & Marketing in 11 countries employing over 500 people globally. AVIRE is part of the Halma group (www.halma.com). Halma bets on talent! With over 45 businesses under its ownership, Halma is a great place to start, advance, or accelerate your career.