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Client Support Specialist

2 months ago

Iowa City, Iowa, United States Rose International Full time

Educational Requirements:

  • Associates degree in a relevant field is preferred.

Essential Knowledge, Skills, and Experience:

  • Familiarity with SAP, CRM platforms, and quotation tools.
  • Over 5 years of hands-on experience in customer support, particularly in industrial, construction, mechanical, or electrical sectors.
  • Completion of an HR avatar assessment is part of the interview process.
  • Experience with secure wireless and/or automation products may be necessary.
  • Proficient in Microsoft Office Suite.
  • Ability to replicate customer issues, identify root causes, and drive solutions.

Preferred Knowledge, Skills, and Experience:

  • Experience in managing software applications.

Required Soft Skills:

  • Strong logical reasoning, situational awareness, and time management skills while maintaining a positive demeanor with clients and colleagues.
  • High level of professionalism and exceptional customer service abilities.
  • Capability to multitask and manage a substantial workload with precision.
  • Excellent verbal, written, and organizational communication skills.
  • Ambition to advance within the organization.
  • Ability to collaborate effectively in a team setting.
  • Self-motivated and proactive.
  • Willingness to learn about the assigned product line, including participation in internal training sessions.
  • Successful completion of mandatory training programs.
  • Strong analytical and problem-solving skills to identify trends and patterns.

Key Responsibilities:

  • Demonstrated reporting experience, adherence to deadlines, and achievement of high accuracy standards.
  • Timely and accurate resolution of customer issues while delivering outstanding service.
  • Integration of processes and outcomes from various workflows to propose effective solutions.
  • Management of data workflows in conjunction with CRM systems.
  • Utilization of CRM tools for communication with internal and external stakeholders.
  • Support for multiple product lines within the designated business segment, catering to industrial and construction distributors, end-user accounts, and OEMs.
  • Engagement with stakeholders until all open order issues are resolved.
  • Continuous development of product knowledge within the division to facilitate growth within the Customer Support Organization.
  • Establishment of professional relationships across various departments, including plants, warehouses, sales, pricing, product management, and procurement.
  • Understanding of organizational structures to effectively escalate and resolve issues.

Equal Opportunity Employment:

Rose International is committed to equal opportunity in employment. All qualified candidates will be considered without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Additional Information:

For further details regarding employment benefits and pay equity laws, please refer to the relevant state resources.