Customer Solution Specialist - II

Accountabilities Individual accountabilities Provide exceptional service and support to our customers Quickly acquire robust knowledge of products and processes in order to best service our customers, both internal and external Communicate directly with customers to offer product solutions, provide technical information, and order status. Promptly, professionally, and accurately respond to customer requests received through multiple communication channels, within established time frames. Provide and follow up on quotes; recommend alternative products when appropriate, convert quotes to orders. Partner with Operations to ensure prompt shipments and on-time delivery Manage backorder and other daily reports Build and expand customer relationships to ensure repeat orders and increased business Support customers in quality issues, including issuing RGAs and expediting product replacement Meet or exceed established KPIs Follow documented best practices, policies, and procedures Other projects or assignments Shared accountabilities Contribute ideas and information for process improvement Support and contribute to cross-functional projects as needed Work cross functionally to ensure exceptional customer satisfaction Key linkages & interfaces / most important stakeholders Operations, Product Management, Sales, Procurement, Accounting Requirements of the job 3 years experience in B2B customer service call or contact center College degree or equivalent work experience Excellent written and verbal communication skills Mathematical / Technical aptitudeIntermediate to advanced experience in Salesforce CRM, Various ERPs, MS Office Products (Excel, Word, PowerPoint) Experience working in distribution and / or manufacturing environments a plus Parameters for success (KPIs) Salesforce Case Queue Closure Rate Order Intake Response Time Quote Request Response Time Quote Conversion Rate NPS Scores (Customer Satisfaction) Workload Balance Dropped Call % #J-18808-Ljbffr AMMEGA