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Customer Service Management Associate

2 months ago

Canton, United States Timken Full time

**Career Advancement Opportunities**

**Customer Relations Management Representative**

Your Career Starts Here at Timken

If you are seeking a rewarding career that allows for both personal and professional development, consider Timken. Our team enhances productivity by ensuring the efficiency and reliability of the machinery that drives various industries.

**ROLE OVERVIEW**

The primary focus of this customer service role is to assist Timken's distribution clients and partners, as well as our end-user market. Support is provided through various communication channels including phone, fax, chat, and email, addressing technical inquiries, processing quotes, and managing orders while coordinating with our logistics facilities.

The associate must possess a comprehensive understanding of the entire Timken product range and be adept at navigating our internal systems (such as SAP, Global Availability, PTPlace, etc.) along with available catalogs and support materials. Familiarity with distribution commercial policies, Timken's export compliance, and other regulatory requirements is essential. Daily collaboration with sales teams, distributor accounts, product managers, and supply chain personnel is vital to fulfill the expectations of this role.

This position also entails proactive sales and service support for a designated customer base, guiding them from initial inquiries to post-sales follow-up, in alignment with annual revenue objectives. Responsibilities include managing the order book, expediting requests, and sourcing products internationally. The associate will collaborate with outside sales representatives, sales engineers, and distributor account representatives to maximize account potential and share accountability for established revenue targets.

**KEY RESPONSIBILITIES**

Deliver exceptional customer service as measured against defined service level KPIs in a dynamic call center environment. Handle incoming requests for new orders, quotes, modifications, delivery information, returns, technical inquiries, and complaints for customers and distributors within a specific region.

Customer interactions occur through various channels including phone, fax, email, and online platforms. Required computer tools include SAP, PTPlace, EDI, and other software applications.

Work collaboratively towards achieving sales targets, generate and distribute order status reports for assigned distributors and team members regularly. Engage in proactive expediting and delivery enhancements, communicating updates to customers and sales teams. Assist in resolving conflicts across functional areas to uphold customer commitments and expectations.

**TECHNICAL AND FUNCTIONAL SKILLS**

Experience in customer service within a call center or similar environment, including direct customer engagement for order processing and problem resolution.

Sales experience with responsibility for achieving sales targets.

Proficiency in computer applications and systems, particularly SAP.

**QUALIFICATIONS**

Minimum: High School Diploma

Preferred: Bachelor's Degree in Business Management or Marketing

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

**Join a Culture of Excellence**

Experience a global, diverse environment with a commitment to sustainability and community improvement, along with competitive salary and benefits.