Senior Customer Care Specialist

2 months ago

Sanborn, United States Edwards Vacuum Full time

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

We at Atlas Copco/Edwards Vacuum believe that there is always a better way.This spirit drives us to provide leading edge technology, innovative and sustainable products, as well as best in class service to our customers around the globe.

That's where you come in - we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive wellness & benefits programs.

To provide best in class support to US Customers while adhering to Edwards Vacuum LLC commercial best practices & further the organizations sales objectives. The Sr.Customer Care Specialist is responsible for supporting the Sales teams and manages specified customers within the US geography & Globally to improve customer relations and lead to increased revenue. The Customer Care Specialist will undertake a range of administration and transactional activities, and have regular contact, both proactively and reactive, with customers, suppliers and senior management to ensure a high level of customer satisfaction. This will include reporting on specific accounts and using a variety of communication methods and include US travel as necessary.

What We Expect of You?

  • Responds to telephone, e-mail, fax, and mail inquiries.
  • Maintains a working knowledge of Edwards products and services.
  • Enters, expedites, monitors, and tracks customer orders & opportunities received via telephone, electronic communication and web portals.Processes order amendments as required.
  • Prepares, tracks, files and maintains written quotations.
  • Communicates activity to responsible Account Teams.
  • Works closely with Credit Management to resolve commercial issues (billing, pricing, tax status, freight terms, etc.).
  • Takes ownership of customer issues and interfaces with technical support, logistics, product managers, and field sales teams to generate solutions in a timely fashion. This includes the opportunity to participate in the weekly On Call Program (24 x 7 phone support).
  • Prepares Open Order reports, providing status updates to customers and Account Teams.
  • Manages and maintains shared Customer Care mailboxes.
  • Researches and resolves invoice discrepancies from customers. Processes credits and rebills as required.
  • Assesses (quickly) a customer's need and prioritizes workload.
  • Creates and codes new customer set up both domestic & export.
  • Understands thoroughly Edwards systems and business processes.
  • Coaches and mentors Customer Care Coordinators.
  • Utilizes independent judgment and has a specialized skillset: Commercial Returns, Cash allocations, Sales Tax Dispute, Billing plans, Forecasting, invoicing, project cost analysis, financial client portals to meet high level client satisfaction.
  • Performs spares equipment inventory management and tracking.
  • Resolves or coordinates, where relevant, any technical enquiries, specific application advice, price and availability quotations, non-standard product enquiries and contract bids effectively.
  • Becomes the Customer Care Expert in all elements of Customer Service, Edwards Business Processes, SAP, Customer Specific process and other business tools relevant to the role.
  • Identifies internal training needs within the department for specialized process.
  • Effectively manage multiple tasks simultaneously in a high workload environment with proven ability to deliver results.
  • Demonstrated ability to work effectively in a deadline driven environment
  • Participates fully in assigned training programs. Performs only those tasks for which proper training has been received.
  • Maintains punctual, regular and predictable attendance; works collaboratively in a team environment with a spirit of cooperation.
  • Respectfully takes direction from [supervisor/ manager] and other duties as assigned
Education level
  • Minimium High School diploma or GED.
Relevant Previous experience
  • Minimum 3-year work experience in Customer Service (ideally within an international and highly automated environment).
Knowledge areas/Skills
  • SAP experience required
  • Microsoft Office products to include: Outlook, PowerPoint, Word & Advanced Excel.
Other requirements
  • Good interpersonal and communication skills, both over the telephone and in writing to customers and colleagues.
  • Enthusiasm, diplomacy, accuracy and attention to detail.
  • Customer focused and driven by customer satisfaction with high level customer service.
  • Ability to work in a team environment yet be a self-starter and able to manage own tasks with minimum management.
  • Resourceful and able to take the initiative to resolve issues and share that initiative with others.
  • Effectively manage multiple tasks simultaneously in a high workload environment with proven ability to deliver results.
  • Demonstrated ability to work effectively in a deadline driven environment.

Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.

Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.

Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.

Senior Customer Care Specialist: $30 - $36 per hour

Benefits Summary:
•Medical
•Dental
•Vision
•401k with Company Match
•Paid Vacation
•Paid Floating Holidays
•Tuition Reimbursement
•Training and Development
•Parental Leave
•Disability Benefits
•Life and AD&D Insurance

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