Customer Service Representative

3 days ago

Denton, Texas, United States ESAB Group, Inc. Full time

Job Summary

The Customer Care Associate will maintain long-term, trusting relationships with our customers by offering end-to-end customer support. The CCA ensures proper follow-up and follow-through for successful resolution of customer inquiries to deliver an excellent customer experience for ESAB's internal and external customers.

Key Responsibilities

  • Maintain strong and positive relationships with existing customers through effective problem resolution and efficient service delivery
  • Serve as single point of contact for key accounts; update job knowledge by participating in trainings, and maintaining professional relationships with the Sales group and other internal departments
  • Acts as liaison between the customer, sales, and ESAB
  • Focus on delighting the customer through effective customer service by investigating, analyzing, and resolving outstanding issues to achieve customer satisfaction
  • Demonstrate strong problem-solving skills to quickly identify issues and implement solutions
  • Ability to handle difficult or unexpected situations
  • Gather and analyze customer information skillfully
  • Ability to manage multiple projects at a time while paying strict attention to detail
  • Receive and maintain high volume of incoming calls and while delivering excellent customer care
  • Demonstrates attentiveness, responsiveness, and a sense of urgency when dealing with customers
  • Responds to internal/external inquiries regarding: order status, quotes, expedites, deliveries, returns, product, and warranties, supports accounts end-to-end
  • Keep record of customer interactions, customer issues, expedites, escalations, and call logs through the CRM system MS Dynamics and work within SAP to process orders, look up inventory, account information, and other account management-related tasks
  • Resolve problems by identifying the customer's concerns/request; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Go the extra mile to engage customers and gather accurate information
  • Analyze ongoing reports to support the team's KPIs while proactively resolving issues
  • Accepts ownership of individual results and meeting call center call quality metrics
  • Maintains in-depth working knowledge of systems and processes
  • Provides timely feedback to Customer Care Management Team regarding issues being escalated, service failures, or customer concerns
  • Ensure all processes in department comply with ISO 9001 standards or policies

Requirements

  • Language Capabilities
  • Fluent in English
  • Education Requirements
  • Bachelor's Degree in Business Administration or a related field preferred
  • High school diploma or equivalent required
  • Technical Requirements
  • Demonstrated phone handling skills to include cold and warm calls
  • Demonstrates responsiveness and sense of urgency when dealing with customers
  • Must be able to work assigned shift (M-F between 7:00am to 6:00pm)
  • Basic understanding of mathematical concepts related to customer inventory, pricing, and credits
  • Preferred experience using SAP & CRM systems
  • Experience with Cisco phone systems is a plus
  • Experience Requirements
  • 5+ years of Customer Service experience

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