POSITION PURPOSE:
Provides Siemon customers with exceptional levels of service by acting as a team for all customer service functions. This includes skillfully and effectively handling quote and order processing, quote and order maintenance including expedites and billing resolution in accordance with established procedures and guidelines. Encourages an environment of premium, professional performance and support in problem resolution and accountability.
MINIMUM QUALIFICATIONS:
- High School Diploma or equivalent 2+ years of customer service experience
- Methodical, organized and detail oriented work habits and ability to work independently and take charge with minimum direction.
- Strong written and verbal communication skills, excellent phone presence, and professional image
- Past experience working collaboratively, in a team oriented environment.
- Exceptional attitude of service and helpfulness toward customers and coworkers.
- Exceptional ability to creatively and efficiently solve customer needs.
- Demonstrated ability to utilize Windows and Microsoft Office products, especially Excel and Word, and other tools, including email, to accomplish activities
PREFERRED QUALIFICATIONS:
- Associate’s degree
- Demonstrated understanding of manufacturing computer systems.
- Demonstrated knowledge of cabling systems and telecommunication equipment.
- Bi-lingual (English/Spanish).
- ESSENTIAL FUNCTIONS:
- Understands and adheres to Siemon Company Core Values and Siemon Culture Code.
- Accurately, thoroughly, efficiently and warmly addresses all customer needs (internal and external) in a professional manner.
- Demonstrates proficiency in Siemon Company databases, email/calendar programs and order management systems.
- Understands and applies Siemon Company procedures and guidelines.
- Understands Siemon Company products, product numbers and catalog material.
- Accurately and promptly enters customer orders same day as receipt.
- Accurately and promptly processes quote requests received before noon by end of business day.
- Promptly and satisfactorily resolves issues related to customer orders, including but not limited to requests to change or expedite orders.
- Accurately and promptly maintains customer orders using daily exception reports and updates.
- Accurately and promptly advises customers of order status changes, and offers options for meeting customer requirements as needed.
- Receives information that pertains to quoting and discounting – including but not limited to product and quantity, cross referencing of product, project information, distribution information and any other related material.
- Makes recommendations on strategies for discounting based upon product and customer relationship.
- Accurately, thoroughly, efficiently, promptly, and warmly answers and supports calls from the Customer Service loop as well as direct calls.
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