Customer Satisfaction Representative

Who we are. What we do.We are Bystronic - a global technology company passionate about creating an impact for a sustainable future with sheet metal and beyond. We want to work with people who support us in creating innovative solutions to move our industry forward. Our focus is on automating the complete material and data flow of the laser cutting and bending process chain. In a nutshell:The Customer Satisfaction Representative manages a designated customer portfolio within the region, acting as the main contact, assessing their needs, prioritizing tasks, and cultivating robust relationships to optimize service processes.What you will be doing:Manage a specific customer portfolio within a defined region, serving as the primary point of contact Foster strong customer relationships, understand their business needs, and collaborate to enhance service processes for mutual benefit Assess customer needs and prioritize tasks, including triaging workload for hotline engineers Executes all activities in line with guidance from local management Responsible for processing day to day part sales and ordersKey tasks and Responsibilities: Customer Interaction Management: Serve as the initial point of contact for customer inbound inquiries, handling case logging, management, and follow-up. Coordination and Collaboration: Coordinate and collaborate with field service dispatchers and spare parts inquiries to ensure timely resolution of customer issues. Case Handling and Resolution: Manage end-to-end resolution of cases, including but not limited to identifying part numbers, creating orders, and confirming delivery times with customers. Spare Parts Logistics: Coordinate with the purchasing department to ensure timely delivery and distribution of parts for customer service needs. Confirm delivery times and dispatch status for spare parts from the central warehouse.KPI's:Achieve overall company sales objectives and targetsBusiness results measured by Customer Satisfaction (NPS), repeat machine sales, and after sales targets. Increase coverage of the ByCare ProgramKey Skillset: Technical ProficiencyStrong general technical aptitude.Personal & Interpersonal SkillsEffective communication and rapport-building with customers. Clear explanation of mechanical issues and multitasking abilities. Adaptability and FlexibilityQuick learner adaptable to new challenges. Efficient multitasker with effective time management skills. Additional Skills & RequirementsProficient in MS Office, SAP, and Salesforce systems. Background in electrical or mechanical engineering preferred, with field service or customer support experience beneficial.Your education & experience:High School Diploma and 3-5 years of work related experience.What's in it for you:PTOBenefits (Medical, Dental, Vision, STD/LTD)Life InsurancePaid Holidays 401k with 100% match up to 5%People power our purpose:Imagine working in an environment that helps move the company to the next level, where your passion, values, and skills are integral to impacting the sheet metal industry and beyond. At Bystronic, this can become your reality. Our people are the edge to drive and nurture our ambitions and continued success. Together we have created a culture where our people are central, inspiring us to make decisions that best serve them and are aligned with our purpose. As much as we are in a technology business, human beings drive real change.Interested?Does this versatile challenge appeal to you? Then we look forward to getting to know you! You can submit your application on our platform with just a few clicks.We look forward to receiving your online application