Key Account Service Representative

1 week ago

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

Job Overview

The Strategic Customer Support Specialist is responsible for fostering enduring and reliable relationships with our clientele by providing comprehensive customer assistance. This role ensures diligent follow-up and resolution of customer inquiries, thereby enhancing the overall customer experience for both internal and external stakeholders of ESAB Group, Inc.

Key Responsibilities

  • Build and maintain strong, positive relationships with current customers through effective problem-solving and efficient service delivery.
  • Act as the primary contact for key accounts; enhance job knowledge through training and maintain professional relationships with the Sales team and other internal departments.
  • Serve as a liaison among customers, sales, and ESAB.
  • Prioritize customer satisfaction by thoroughly investigating, analyzing, and resolving outstanding issues.
  • Exhibit strong analytical skills to swiftly identify problems and implement effective solutions.
  • Demonstrate the ability to manage challenging or unforeseen circumstances.
  • Skillfully gather and analyze customer information.
  • Manage multiple projects simultaneously while maintaining meticulous attention to detail.
  • Handle a high volume of incoming calls while delivering exceptional customer care, showcasing attentiveness and urgency.
  • Respond to inquiries regarding order status, quotes, deliveries, returns, and product warranties, supporting accounts throughout the entire process.
  • Document customer interactions, issues, escalations, and call logs using the CRM system MS Dynamics, and utilize SAP for order processing and inventory management.
  • Resolve issues by identifying customer concerns, determining the root cause, and selecting the best solution, ensuring follow-up for complete resolution.
  • Engage customers proactively to gather accurate information.
  • Analyze ongoing reports to support team KPIs while proactively addressing issues.
  • Take ownership of individual results and adhere to call center quality metrics.
  • Maintain an in-depth understanding of systems and processes.
  • Provide timely feedback to the Customer Care Management Team regarding escalated issues, service failures, or customer concerns.
  • Ensure compliance with ISO 9001 standards within departmental processes.

Qualifications

Language Skills: Proficient in English.

Educational Background: Bachelor's Degree in Business Administration preferred; high school diploma or equivalent required.

Technical Skills: Proficient in phone handling skills for inbound and outbound calls; demonstrate responsiveness and urgency in customer interactions; availability to work assigned shifts (Monday to Friday between 7:00 AM to 6:00 PM); basic understanding of mathematical concepts related to inventory, pricing, and credits; preferred experience with SAP and CRM systems; familiarity with Cisco phone systems is advantageous.

Experience: A minimum of 5 years in Customer Service.

Mobility & Travel: None required.

*ESAB Group, Inc. is committed to being an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.*

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