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Inbound Customer Support Specialist

2 months ago

Richmond, United States Alfa Laval Full time

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.

As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.

About the job

The Inbound Customer Support Specialist is pivotal in managing and resolving specific customer issues to enhance customer experience.  They are clients' first point of contact, addressing inquiries and resolving issues via calls, live chat, and email.  The customer relationship specialist is responsible for documenting calls, updating account and customer information in CRM databases, and analyzing customer data to ensure customer interactions are tracked, complete, and leveraged for strategic relationship-building efforts.

As part of the team, you will:

  • Develop strong and trusted relationships with customers by providing timely and accurate assistance with their queries and issues via phone, email, or live chat.

  • Manage a high volume of customer calls, live chats, and emails to ensure customer satisfaction.

  • Proactively validate and qualify customer needs to identify potential sales opportunities before referring them to the appropriate Alfa Laval division.

  • Record and maintain customer information and interactions within the CRM system.

  • Engage with customers and Alfa Laval employees to ensure customer needs have fulfilled customer expectations.

  • Provide feedback and insights with Marketing leadership to improve customer experience and relationship-building initiatives.

We care about diversity, equity and inclusion in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.

What you know:

You have a High School diploma, and:

  • Minimum 1 year experience in customer service.

  • Experienced in handling inbound and outbound calls, emails, and chat messages.

  • Proficient in using customer service software, such as Microsoft Dynamics, Call Rail, etc. as well as Microsoft Office and Google Suite.

  • Skilled in providing courteous and professional service to diverse customers.

  • Excellent communication and interpersonal skills, both written and verbal, with the ability to communicate effectively with customers and staff at all levels.

  • Capable of initiating contact with customers and resolving issues efficiently.

  • Able to perform assigned tasks independently and proactively.

  • Flexible and adaptable, with the ability to work under pressure and handle multiple tasks and priorities.

  • A customer-centric mindset, with the ability to understand customer needs, expectations, and pain points, and to deliver solutions that enhance customer value and satisfaction.

What’s in it for you? 

 

We offer a challenging position in an open and friendly environment where we help each other to develop and create value. Your work will have a true impact on Alfa Laval’s future success. Our benefits-eligible associates enjoy healthcare, dental and vision plans, a robust wellness program, generous 401(k), paid holidays, paid time off benefits, and more. At Alfa Laval, we carefully consider a wide range of factors to determine your total compensation package. We rely on market indicators and consider your specific job, background, skills, and experience to get it right.  The base salary for this role is typically $20.00/hr- $24.00/hr. 

 

Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. 

EEO/Vet/Disabled Employer