Customer Support Specialist

Customer Support Account Specialist

At Crestron Electronics, Inc we build the technology that integrates technology. We are proud to be the largest and most recognized brand in automation and control solutions, and the premier technology partner for fortune 500 businesses globally. Our products' are integrated into new high-tech commercial buildings' to include some of the most exciting real estate throughout the world. Our clients include Google, Microsoft, Amazon, Linked In and many others. We are the leaders in the most exciting industry in the world!

Our automation and control solutions for homes and buildings allow our clients to control entire environments with the push of a button, integrating systems such as Audio Visual, Lighting, Shading, Security, Building Management Systems and HVAC to provide greater comfort, convenience and security.

The Customer Support Account Specialist will primarily interface between the company and multi-million dollar customers. This role requires a hands on leader with analytical and administrative skills that can work with the various programs, internal sales team and processes to support these accounts. Expedite and coordinate flow of work within or between internal departments Confer with management regarding complex orders, return goods for credit and identify quality and/or logistic issues. Additionally, you will be responsible for preparing recurring reports for open orders, shipments, returns, credits and overall account satisfaction.

Responsibilities

• Develop and maintain dedicated relationships with multi-million dollar accounts and sales team
• Handle escalated customer situations and account issues
• Provide sales and support for multi-million dollar accounts and sales team during the pre and post sales process
• Resolve sales and support-related issues regarding orders, returns, shipping and logistic issues in a timely manner
• Assist with sales procedures and sales-related problems regarding expediting/tracking orders, investigate shipping/logistical issues and manage multi-million dollar accounts
• Research, monitor and track data in SAP/CRM databases and provide reports to customers and sales team
• Work with multi-million dollar accounts to find creative solutions to ensure a smooth sales and support process
• Expediting requests, rush orders and altering sales orders and shipping information as required
• Participate in trade shows and other industry events
• Other duties or responsibilities as required

Requirements

Education

• High School/GED required, College preferred

Experience

• Minimum of 3 years of relevant experience
• Individual contributor with little supervision
• SAP/Oracle preferred
• Intermediate Excel and Microsoft suite
• Teams, Skype or Zoom
• General knowledge of industry practices, techniques, and standards
• Experience in customer service and sales support
• Ability to understand and communicate technical issues
• Trade shows/industry events
• Develop solutions to a variety of problems of moderate scope and complexity
• Verbal and written communications with customers, sales team and internal departments (order fulfillment, client relations, production, shipping, service, finance, technical support)
• Team player who thrives in collaborative environments
• Ability to work under pressure
• Creative thinking with the ability to multi-task
• Manage high volume emails and phone calls
• Show initiative on assignments, exercise independent judgment and professionally execute projects with little direction to achieve customer satisfaction

Per applicable state requirements, the annual pay range for this position ($50,000 - $65,000) which consists of base salary (subject to performance), reflects the hiring range for candidates. Also note, an individual's offer may vary from this range as it may be impacted by additional factors, including but not limited to the candidate's hiring location, qualifications, experience, and market factors.

Crestron Electronics offers a competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short Term Disability, 401K with company match, Paid Time Off, Holidays, On-site Amenities at NJ Headquarters & TX Facilities, Crestron Market Cafes, and Fitness Centers. At Crestron Electronics, Diversity, Equity, and Inclusion drive innovation. Crestron's success hinges on continuing to build a workforce of unique individuals whose passion inspires us to create and revolutionize industry-leading products and services. There will always be more to accomplish, and at Crestron, we believe the best way forward is together. EOE/M/F/D/V *No Solicitation* Any agency submittal to any employee of Crestron Electronics, Inc by any method of communication will be deemed the sole property of Crestron Electronics Inc.