Customer Solution Specialist - II

Accountabilities

• Provide exceptional service and support to our customers
• Quickly acquire robust knowledge of products and processes in order to best service our customers, both internal and external
• Communicate directly with customers to offer product solutions, provide technical information, and order status
• Promptly, professionally, and accurately respond to customer requests received through multiple communication channels, within established time frames
• Provide and follow up on quotes; recommend alternative products when appropriate, convert quotes to orders
• Partner with Operations to ensure prompt shipments and on-time delivery
• Build and expand customer relationships to ensure repeat orders and increased business
• Support customers in quality issues, including issuing RGAs and expediting product replacement
• Maintain and meet or exceed established KPIs
• Follow documented best practices, policies, and procedures
• Other projects or assignments

Shared Accountabilities

• Contribute ideas and information for process improvement
• Support and contribute to cross-functional projects as needed
• Work cross-functionally to ensure exceptional customer satisfaction

Key Linkages & Interfaces / Most Important Stakeholders

• Operations
• Product Management
• Sales
• Procurement
• Accounting

Requirements of the job

• 3 years experience in B2B customer service call or contact center
• College degree or equivalent work experience
• Excellent written and verbal communication skills
• Middle to advanced experience in Salesforce CRM, Various ERPs, MS Office Products (Excel, Word, PowerPoint)
• Experience working in distribution and / or manufacturing environments a plus

Parameters for success (KPIs)

• Salesforce Case Queue Closure Rate
• Order Intake Response Time
• Quote Request Response Time
• Quote Conversion Rate
• NPS Scores (Customer Satisfaction)
• Workload Balance
• Dropped Call %