Customer Service Representative

Kollmorgen • Radford, VA

288d

About The Position

The Customer Care Advocate I (CCAI) serves customers by professionally providing accurate and timely product and service information. The CCAI serves as a liaison between customers and company, assists with complaints, entering sales orders, provides order and shipping status, responds to account inquiries, troubleshooting activity, etc. The CCAI provides timely and accurate external communication to appropriate customer contacts and drives internal standard work processes and cross functioning collaboration to alleviate escalation.

Requirements

• 2-year degree or equivalent of education and experience.
• 2-year Customer Service experience required.
• Oracle experience a plus.

Responsibilities

• Book orders in ERP system.
• Provide formal quotations on standard and non-standard products utilizing tools or procedures.
• Receive incoming calls with the goal of immediate resolution.
• Ability to multitask and manage various types of communication, i.e. phone, email, or web-based programming (SFDC).
• Review and validate customer requests for credits/debits.
• Maintain customer records in accordance with Kollmorgen policy to include orders, phone logs, credits and other customer facing documents.
• Collaborate closely with Sales Engineers, Application/System Engineers, Operations, Aftermarket, Finance and Purchasing.
• Embrace Customer First Culture: be Proactive, Empowered, Committed and Problem Solver.
• Provide a world-class customer experience.
• Building of customer relationships.
• Proactively increase customer satisfaction and loyalty, through ensuring interactions meet customer needs.
• Analyze customer data requests to optimize the customer experience (VOC) while collaborating and effectively communicating with cross-functional teams.
• Service assigned accounts as a personal representative to specific customers as assigned by management.

Benefits

• Medical, Dental, Vision and Prescription Drug Coverage.
• Spending accounts (HSA, Health Care FSA and Dependent Care FSA).
• Paid Time Off and Holidays.
• 401k Retirement Plan with Matching Employer Contributions.
• Life and Accidental Death & Dismemberment (AD&D) Insurance.
• Paid Leaves.
• Tuition Assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Animal Production and Aquaculture
• Education Level: Associate degree