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Customer Support Champion 3

2 months ago

Tinley Park, Illinois, United States Panduit Full time

At Panduit, we believe that our workforce is our greatest asset. We are seeking dedicated individuals who are committed to innovation, inclusivity, and sustainability.

Key Responsibilities

The Customer Experience Specialist 3 plays a pivotal role in enhancing the customer journey by acting as their internal representative. This position entails managing designated end-user accounts and collaborating across various departments to promptly address and fulfill their needs—both expressed and anticipated. The CEA 3 guarantees transparency in project orders, offers proactive solutions, and engages directly with customers through multiple communication channels. Key duties include order management and handling information and exceptions. As a vital member of the account team, the CEA 3 is dedicated to a specific portfolio of accounts, ensuring outstanding customer satisfaction.

  • Order Management: Accurately process all types of orders with minimal oversight; independently manage projects. Play an essential role in the account team, navigating cross-departmental challenges and meeting service level agreements with informed, timely decisions.
  • Independent Customer Interaction: Manage all customer communications autonomously, proactively fostering a seamless and positive experience. Strive for first-contact resolution and oversee the customer experience independently.
  • Collaborative Engagement: Work effectively with cross-functional teams and cultivate strong relationships throughout the fulfillment process. Act as the customer advocate for assigned accounts without the need for supervisory support.
  • Support for High-Value Accounts: Contribute to the success of the account team by leading unique support initiatives, allowing account managers to concentrate on revenue generation. Collaborate with account managers and customers outside of standard hours as necessary.
  • Product Knowledge: Exhibit comprehensive product expertise and efficiently address most customer inquiries regarding ad-hoc product support.
Qualifications
  • A Bachelor's Degree or equivalent relevant experience in lieu of a degree.
  • Experience: Minimum of 2 years.
  • Background in customer service.
  • Familiarity with Oracle systems.
  • Knowledge of CRM systems.
  • Strong organizational abilities.
What We Offer
  • A competitive total rewards program that includes health and financial benefits.
  • Flexible work arrangements, requiring in-office presence 50% of the time (schedule determined by management).
  • Generous vacation, sick leave, holidays, and a designated volunteer day.
  • 401K matching and profit-sharing opportunities.
  • Multiple healthcare plan options.
  • Parental leave benefits.
  • Opportunities for professional growth and development.
Join us in our mission to create a sustainable and interconnected world. We are an Equal Opportunity Employer, committed to fostering an inclusive workplace for everyone.

Work Shift
Day (United States of America)