Customer Service Specialist

4 weeks ago


Knoxville, Tennessee, United States BHS Corrugated & Robotics Full time

Job Description:
The Customer Service Specialist - Contract Division is responsible for coordinating all activities associated with contract support for corrugating rolls. This role serves as the main point of contact for the customer. The NICE Specialist will advocate and work with internal departments to ensure the customer's needs are understood and satisfied. This is a hybrid position requiring less than 10% travel.

Key Responsibilities:

  1. Contract Compliance: Ensure contract compliance and initiate corrective action if necessary. This includes:
  2. Customer Footage Data: Obtain customer-provided footage data for billing purposes.
  3. Semiannual Audits: Schedule semiannual audits with the customer and Service department.
  4. NICE Progress Reporting: Maintain quarterly reports to identify the customer's overages, audit status, and other key metrics.
  5. NICE Corrugating Roll and Cassette Changes: Prioritize shipments based on needs and urgency, and schedule installations and logistics with the customer and Service department.
  6. Standard Work: Perform all standard work required for NICE contract customers, including issuing invoices, scheduling audits, and communicating inventory requirements.
  7. Customer Complaints: Handle and process customer complaints and concerns in a professional manner, including identifying support needs and maintaining good negotiating skills.
  8. Value-Added Services: Provide value-added services to BHS team members, including concerns, expectations, and strategic thoughts.

Requirements:
The ideal candidate will have:

2+ Years' Experience: 2+ years' experience in a professional customer service or account manager role.Excellent Communication Skills: Excellent verbal and written communication skills, with the ability to interact with all levels of customer organization.Strong Customer Focus: A strong customer focus, with the ability to develop and maintain positive customer relationships.Organizational and Documentation Skills: Excellent organizational and documentation skills, with the ability to multitask and ensure extended tasks are followed up and completed.Problem-Solving and Negotiation Skills: Strong problem-solving and negotiation skills, with the ability to work independently and make decisions to meet customer deadlines.Technical Skills: Intermediate Excel skills and experience working with Microsoft products.Physical Demands: Ability to work at a computer for 8 hours a day and lift up to 20 pounds.

About BHS Corrugated & Robotics:
BHS Corrugated & Robotics is the world's largest provider of solutions for the corrugated industry, with over 50 years of experience. We are a privately-owned company, headquartered in Germany, with a presence in North America for 30 years. Our focus is on sales and service of corrugated equipment, and we are committed to providing exceptional customer service and support to our customers.



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