Customer Service Technical Support Specialist
About The Position
The CS Technical Support Specialist is an integral part of the Sales & Customer Service Team for Hydro Systems, acting as the inside communication link between the company and our customers. The CS Technical Support Specialist assists customers, both on the phone and through written correspondence, with order entry, order status requests, expedite requests, quality complaints, export documentation, and technical support. Utilizing Salesforce CRM, cases are assigned to the CS Technical Support Specialist and managed until customer request is completed. This individual is customer centric, process oriented, possesses technical aptitude, and communicates clearly and professionally. Key metrics for this position include case response time, case closure rate, and customer satisfaction scores.
Requirements
- Must possess a High School Diploma, GED or equivalent.
- Strong mechanical aptitude and problem-solving ability.
- Ability to read and understand mechanical assembly drawings, electrical schematics, and other technical documents.
- Working knowledge of domestic and international shipping processes.
- Excellent communication skills, including ability to listen, communicate clearly and professionally (over the phone, via email, and in person), and de-escalate customers.
- Strong interpersonal skills, including ability to interact with a wide range of customers and personalities with respect, and build lasting customer relationships.
- Knowledge of Lean Manufacturing and Continuous Improvement Principles.
- Proficiency in MS Office suite (Outlook, PowerPoint, Word, and Excel).
Nice To Haves
- 2+ years’ experience with performing in a customer-focused and goal-driven environment.
- Experience with Oracle and Salesforce CRM tools is a plus.
- Fluency in Spanish is a plus.
Responsibilities
- Process Orders, ensuring accuracy of ship-to location, pricing, payment terms, freight terms, Incoterms, contact information, and shipping notes in accordance with customer Purchase Order.
- Process RMAs and Credits, documenting reason for return and internal disposition (quality review, return to stock, etc.) noting if restocking fees should apply.
- Assist customer with inquiries regarding order revisions, order status, date change requests, and cancellation requests.
- Assist customers with technical product questions, including product selection based on application, installation guidance, troubleshooting assistance, and repair part recommendations.
- Provide export documentation to Shipping team and/or freight brokers on international orders and arrange shipment pickup on Third Party freight orders.
- Manage Salesforce cases, accurately documenting case details and ensuring cases are not closed until customer request has been fully resolved.
- Answer customer phone calls, documenting call details in Salesforce.
- Maintain customer master records in Oracle, namely customer notes displayed on order acknowledgments, pick slips, and invoices.
- Keep an organized record of export shipment documentation and review EEI filings for accuracy.
- Act as a liaison between the customer and internal departments including Sales, Operations, Finance, Planning, Engineering, Logistics, and Purchasing.
- Provide feedback to our internal departments relating to order status and/or changes.
- Support market research by asking the customer appropriate questions.
- Participate in root cause analysis for customer impacting issues and assist in implementing corrective actions.
- Other duties as required.
Benefits
- a 401(k) savings plan with employer contributions
- medical, dental and vision insurance
- wellness programs
- health savings account
- health care and dependent care flexible spending accounts
- company paid short-term disability and long-term disability
- company paid employee basic life and AD&D insurance
- supplemental employee and dependent life insurance
- optional accident, hospital indemnity and critical illness insurance
- adoption, surrogacy, and fertility benefits and assistance
- commuter benefits
- parental, military, jury duty, and bereavement leaves of absence
- paid time off
- 11 paid holidays per calendar year
- paid vacation days beginning at 120 hours annually
- 40 paid sick leave hours annually or as provided under state and local paid sick leave laws
- tuition assistance
- business travel services
- employee discounts
- an employee assistance program that includes company paid counseling sessions and legal services
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
