Customer Service Representative – Post Sales , COOPER LIGHTING SOLUTIONS

Signify • Syracuse, NY

3d • Onsite

About The Position

This is an exciting job opportunity for you as a Customer Service Representative base in Syracuse, New York with Cooper Lighting Solutions, a business unit of Signify, the world leader in lighting. Drives for high levels of customer satisfaction by ensuring timely and correct solving of complaints, inquiries, and requests related to technical product topics based on global standards and processes. Analyzes and solves complaints by driving root cause analysis and preventive actions, including warranty-related complaints and reworks/recalls. Understands and applies the relevant warranties related to products and systems when executing customer resolution activities. Fulfills documentation for service-related issues and resolutions and ensures all relevant information is properly documented in the ticketing system (SAP Service Cloud) and/or similar knowledge databases. Drives feedback loops towards Quality management/Business to obtain solutions in event of timely escalated complaints.

Requirements

• Bachelor's degree in Information Technology, or a related technical/Analytical field.
• Legally authorized to work in the United States without current or future company sponsorship needs.

Nice To Haves

• Experience in customer support roles within technical or product-based industries, focusing on complaint resolution, root cause analysis, and warranty management.

Responsibilities

• Ensure timely and correct solving of complaints, inquiries, and requests related to technical product topics based on global standards and processes.
• Analyze and solve complaints by driving root cause analysis and preventive actions, including warranty-related complaints and reworks/recalls.
• Understand and apply relevant warranties related to products and systems when executing customer resolution activities.
• Fulfill documentation for service-related issues and resolutions and ensure all relevant information is properly documented in the ticketing system (SAP Service Cloud) and/or similar knowledge databases.
• Drive feedback loops towards Quality management/Business to obtain solutions in event of timely escalated complaints.

Benefits

• Company subsidized benefits plan offerings that include Medical, Health Savings Account, Dental, 401K retirement plan with company match, Employee Stock Purchase Plan (ESPP), Paid Time Off, including paid vacation, holidays/personal days, tuition reimbursement and products discounts.
• Ability to purchase supplemental benefits that include supplemental life insurance, dependent life insurance, vision insurance and Accidental Death & Dismemberment insurance, health care flexible spending account and dependent care flexible spending account.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level