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Senior Customer Support Specialist

2 months ago

Campbell, California, United States Advanced Energy Full time

Position: Senior Customer Support Specialist

As a Senior Customer Support Specialist, you will play a crucial role in ensuring customer satisfaction by generating accurate quotes and invoices. Your responsibilities will include:

  • Collaboration: Engage regularly with both local and remote Account Executives, Product Marketing, Global Support, Accounting, Engineering, and Operations teams to effectively resolve customer inquiries and enhance their experience.
  • ERP Management: Utilize the ERP system (Expandable) to manage and update delivery schedules, repair quotes, and provide timely status reports to customers.
  • Invoicing and Record Keeping: Maintain precise invoicing and documentation practices to ensure accurate records.
  • Order Processing: Oversee the Sales Order Entry process within the Expandable system.
  • Service Order Management: Administer the Return Merchandise Authorization (RMA) process efficiently.
  • Reporting: Conduct routine reporting tasks, including sales open order reports, RMA backlog, service reports, and revenue tracking.
  • DEMO/EVAL Units: Execute the necessary processes for DEMO/EVAL units, including recording, shipping, returning, and reporting.
  • Administrative Support: Perform clerical tasks as assigned, such as filing tax documents and customer purchase orders, and assisting with data retrieval for audits.
  • Team Collaboration: Work effectively as part of a team, providing assistance and support to colleagues.
  • Purchasing Assistance: Collaborate with the purchasing department to source and acquire urgently needed materials and components, ensuring vendor invoices align with purchase orders.
  • Additional Responsibilities: Take on other duties and projects as required.

Qualifications:

  • Minimum of 6 years of experience in a customer-focused, fast-paced environment, with the ability to manage moderately complex customer situations.
  • Familiarity with CRM and business operating systems such as Expandable, SAP, or similar platforms is preferred.
  • Strong verbal and written communication skills, with a professional demeanor when interacting with internal and external customers.
  • Excellent organizational skills and a keen attention to detail.
  • Ability to prioritize and manage competing demands in a dynamic, customer-centric environment.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook).
  • A positive and professional attitude, with strong conflict management skills.
  • A commitment to continuous learning, productivity enhancement, and delivering exceptional customer experiences.
  • Effective time management skills to ensure organized workflows and prompt follow-ups with customers.
  • Prior experience in accounting and customer interface, including order entry and delivery commitments.
  • Some technical education or experience in the electronics sector is advantageous.

Benefits:

  • Comprehensive medical coverage with multiple health care plan options, dental, and vision.
  • Short and long-term disability and life insurance.
  • Health savings and flexible spending accounts.
  • Generous paid time off, starting at 4 weeks, along with 7 holidays and 3 floating holidays.
  • 8 hours of paid volunteer time off.
  • 8 weeks of paid parental leave for all parents.
  • 401(k) plan with company matching.
  • Tuition reimbursement opportunities.
  • Expanded mental health coverage and employee assistance programs.
  • Additional voluntary benefits, including pet insurance, identity theft protection, legal assistance, critical illness, and accident insurance.