Customer Support Representative

2 weeks ago

Springfield, Ohio, United States Konecranes Full time

At Konecranes, we recognize that exceptional customer experiences stem from the dedicated individuals behind our brand. Our commitment to passion and drive is evident in everything we do. We value diversity as a key driver of business success and the cornerstone of our growth. We embrace various backgrounds and skills that enhance our community, fostering an environment where everyone can truly be themselves. This unique culture is what sets Konecranes apart as an employer.

POSITION TITLE: Customer Service Specialist

REPORTS TO: Customer Service Manager

Konecranes is in search of a skilled Customer Service Specialist to manage incoming phone inquiries, coordinate technician dispatches to service locations, respond to customer queries, and handle invoicing processes.

The ideal Customer Service Specialist will demonstrate professionalism and reliability. Strong organizational skills and meticulous attention to detail are essential. Excellent communication and negotiation abilities are required, along with the capacity to work both collaboratively and independently as needed.

What we provide:

Benefits: Comprehensive Medical Plan (including opportunities to reduce deductibles through participation in our Wellness Program), Dental and Vision coverage, a 401k plan with immediate matching, profit sharing, identity theft protection, accident insurance, travel insurance, and much more.

Vacation: Two weeks of vacation annually (pro-rated for the first year based on the start date; three weeks after three years of service; four weeks after thirteen years of service).

Sick Leave: Five days of sick leave each year, pro-rated in the first year after 90 days of service.

Holidays: Ten paid holidays each year.

KEY RESPONSIBILITIES:

  • Deliver outstanding service consistently in every customer interaction.
  • Acquire and maintain comprehensive knowledge of Konecranes' organization, clientele, products, and services.
  • Manage incoming service calls, dispatch on-call technicians, and track service progress.
  • Ensure proactive communication with customers throughout the service process.
  • Assist in resolving customer disputes effectively.
  • Prepare summary reports to facilitate the transfer of emergency service requests to subsequent shifts.
  • Conduct thorough reviews of completed service requests to prepare for invoicing.
  • Provide constructive feedback regarding any quality issues identified during service request evaluations.
  • Perform additional tasks as required.
EXPERIENCE: A minimum of two years of experience in office administration or operations is required. Strong telephone communication skills, interpersonal abilities, and the capacity to multitask and prioritize effectively are essential. Familiarity with basic office administration principles is necessary. Proven problem-solving skills in a fast-paced, high-volume, and high-pressure environment are required. Proficient data entry skills, including speed and accuracy, along with experience using Microsoft Office products, are essential.

EDUCATION: A High School Diploma or equivalent is required.

Konecranes is a global leader in material handling solutions, serving a diverse range of customers across various industries. We consistently set the industry standard, from everyday improvements to breakthroughs at critical moments, because we are committed to finding safer, more productive, and sustainable solutions. With professionals in over 50 countries, we are trusted daily to lift, handle, and move what the world needs.

Konecranes is dedicated to ensuring that all employees and job applicants are treated fairly in an environment free from any form of discrimination. We are an Equal Opportunity Employer, welcoming applicants from diverse backgrounds, including minorities, women, protected veterans, and individuals with disabilities.

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