Establishes and maintains customer service activities for assigned strategic customers; including participating in the coordination of special needs and requests; product and tools training; generating and analyzing assigned statistical/control reports and responding to customer needs.
1. Establishes and maintains key customer service relationships with individuals in assigned customer base in order to understand their business/product needs and requirements.
2. Proactively communicates with assigned accounts regarding: stop ships, discontinued/end of life products, service contract status, and replacement parts.
3. Assists customers with questions about product specifications/compatibility and pricing/availability.
4. Provides customers with information regarding their purchase orders and international regulations.
5. Creates, maintains and provides reports and analysis to assigned customers on a monthly and quarterly basis.
6. Serves as a liaison to assist inside sales representatives and sales managers at all levels to support the needs of customers. Provide feedback on account performance and status to internal sales team.
7. Determines actions and resolutions on customer quality issues.
8. Responds to customer requests for expedites, order investigations, price concessions and RMA/credit requests.
9. Provides support and training for eCommerce tools, including access and availability inquiries.
10. Participates in and/or leads process improvement teams.
11. Ensures process compliance.
12. Provides ISO documentation authorship, as needed.
13. Performs other duties as assigned.
- Bachelor's degree or equivalent work experience
- 4 years customer service experience
- Excellent communication skills
- Computer literate; exposure to Windows environment
- Demonstrated competencies in relationship building and territory management skills, including planning, executing, and judgment
- Creative problem solving
- Attention to detail, accuracy and a sense of urgency
- Excellent prioritization skills