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Customer Support Specialist 3
2 months ago
At Panduit, we believe that our workforce is our greatest asset. We are seeking passionate individuals who are committed to innovation, diversity, and sustainability.
Key Responsibilities
The Customer Relations Advocate 3 plays a crucial role in enhancing the customer journey by acting as their internal champion. This position involves managing designated end-user accounts and collaborating across various departments to effectively 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 addressing information and exceptions. As a vital member of the account team, the CEA 3 is focused on a specific portfolio of accounts, ensuring outstanding customer satisfaction.
- Order Management: Efficiently process all types of orders with precision and minimal assistance; independently manage projects. Play an integral role in the account team, navigating interdepartmental challenges and adhering to service level agreements with prompt, informed decisions.
- Independent Customer Engagement: Manage all customer interactions autonomously, proactively fostering a seamless and positive experience. Strive for first-contact resolution and oversee the customer experience independently.
- Collaborative Teamwork: Collaborate 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 oversight.
- 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 enhancement. Engage with account managers and customers outside of standard hours as necessary.
- Product Knowledge: Exhibit comprehensive product expertise and efficiently handle most customer inquiries regarding ad-hoc product support.
- A Bachelor's Degree or relevant equivalent experience in lieu of a degree.
- Experience: 2+ years in a customer service role.
- Familiarity with Oracle systems.
- Knowledge of CRM systems.
- Strong organizational abilities.
- Competitive total rewards program, including 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.
Work Shift
Day (United States of America)
