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Customer Support Specialist II

2 months ago

New Albany, Indiana, United States Welbilt Inc Full time
Position Overview

Location
New Albany, IN

Employment Type
Full-Time

Educational Requirements
High School Diploma or GED

Travel Requirements
Minimal travel expected (up to 5%)

Work Schedule
Day Shift

Department
Aftermarket Services (Customer Support/Technical Assistance)

Company Introduction

At Welbilt, we specialize in the design, manufacturing, and provision of top-tier commercial food and beverage equipment for the global food service industry. We are committed to fostering your professional growth and recognizing your contributions. Together, we achieve success as a unified team. Join us in our pursuit of excellence.

Role Summary

As a Customer Support Specialist (CSS), you will operate under moderate supervision, taking charge of entering, monitoring, and tracking customer orders. You will maintain an organized filing system for order information and provide expert assistance for designated products. This role primarily involves responding to incoming customer inquiries regarding order processing and addressing routine delivery concerns. Additionally, you may have the opportunity to mentor junior customer support representatives.

Key Responsibilities:
  • Input, oversee, and track customer purchase orders.
  • Maintain an organized filing system for order-related information.
  • Deliver knowledgeable support for assigned products and services.
Essential Duties:
  • Address customer inquiries via phone or email, providing non-technical solutions.
  • Resolve basic issues and communicate solutions or requested information to customers.
  • Assess customer service needs and refer to other departments for further assistance as necessary.
  • Utilize customer relationship management software to document activities and research product details.
  • Employ a computerized system to gather information and confirm sales prompted by incoming calls.
  • Follow established procedures for routine tasks.
  • Communicate information that requires minimal explanation.
  • May provide training or guidance to less experienced customer support representatives.
Qualifications:

Education & Experience:
  • High School diploma or equivalent.
  • At least 1 year of relevant experience in customer service is required.
Skills & Competencies:
  • Possesses a solid understanding of general job aspects.
  • Proficient in MS Office applications and capable of operating all necessary equipment.
  • Customer-focused with the ability to effectively engage with various internal and external stakeholders.
  • Strong written and verbal communication skills with a tactful approach.
  • Excellent interpersonal abilities.
  • Basic planning and analytical problem-solving skills.
  • Able to thrive in a fast-paced environment with frequent changes and unexpected challenges.
Benefits:

We recognize that our employees are our most valuable asset. Therefore, we offer a competitive benefits package designed to safeguard your health, income, and lifestyle. Benefits may vary based on role, work schedule, or location and can include:
  • Competitive salary
  • Comprehensive healthcare (medical, dental, vision)
  • 401(k) retirement savings plan
  • Wellness initiatives
  • Supplemental health plans
  • Employee assistance programs
  • Training and development opportunities
  • Tuition reimbursement
  • Paid time off (PTO)
  • On-the-job training and skill enhancement
  • Basic life insurance
  • Leave programs
  • Employee events and more...
Welbilt, Inc. is an equal opportunity employer that values diversity in the workplace. All applicants will receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, age, sex, marital status, familial status, medical condition, or any other status protected by law. All recruitment, hiring, placements, transfers, and promotions will be based on individual skills, knowledge, abilities, and business needs.