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Customer Service Specialist

3 months ago

Johnson City, United States Infosoft, Inc. Full time

Job Title: Customer Service Specialist

Pay Rate: $20/Hr

Duration: 11 Months

Location: Johnson City, TN

Shift: 8 AM to 6 PM

This position is for the Digital Industries division.

We are looking for a Customer Service Specialist

Responsibilities:

  • Must have strong reporting experience, meeting deadlines, and meeting high accuracy goals.
  • Respond and resolve problems in a timely and accurate manner while providing excellent customer service.
  • "Transfers" are expected to integrate processes and results from other workflows and disciplines to develop and accountably propose appropriate and effective solutions for significant parts of solutions
  • Manage the data workflow, as it interacts with the workflow in the CRM tools
  • Utilize CRM tool to directly communicate to internal/external customers, suppliers, and affiliates.
  • The primary focus will be supporting multiple product lines within assigned business segments for customer types including industrial, and construction distributors, end-user accounts, and OEMs.
  • Follow up and engage stakeholders as required until the expected release date for open orders is addressed accordingly.

Required Knowledge/Skills, Education, and Experience:

  • Secure wireless and/or automation product experience may be required; an associates degree in a related discipline is preferred.
  • 5+ years of practical Customer Support experience and/or related field (Phone/Web/or Live Chat)
  • Demonstrated ability to reproduce a customer problem, isolate causes, and drive resolution.
  • Demonstrated logical reasoning, situational, and time management while presenting a positive attitude to customers and co-workers.
  • High Level of professionalism and excellent customer service skills.
  • Ability to multitask and handle a high volume of work accurately.
  • Excellent verbal, written, and organizational skills.
  • Desire to grow within the company.
  • Ability to work within a team environment.
  • Must be a self-starter.
  • Ability and desire to learn assigned business segment product line. May need to take internal product training classes.
  • Ability to successfully complete the required training program.
  • Strong data analytical and problem-solving skills in identifying patterns and trends.
  • Proficient with Microsoft Suites.

Preferred Knowledge/Skills, Education, and Experience

  • Knowledge of SAP, CRM systems, and Quotation tools.
  • 5+ years of practical Customer Support experience supporting industrial, construction, mechanical, and/ or electrical industries.
  • Experience with managing software applications preferred

Additional ongoing responsibilities:

  • Develop knowledge of assigned products within divisions and systems to move within the Customer Support Organization.
  • Develop lasting professional relationships within the organization such as plants, warehouses, sales, standard pricing, product managers, and buyers.
  • Understand the business unit organizational charts allowing you to escalate and resolve issues within the organization.