Customer Support Coordinator (CSC) serves as the key Customer / Dealer representative and the initial point of contact for customer enquiries and requests. The main responsibility of the CSC is to provide best in class customer service from the point of initial contact until successful fulfillment the enquires and requests.
The CSC is responsible for collecting and documenting accurate information of the needs of the customer and/or dealer. They will ensure successful and swift execution of the customer and/or dealer needs, being technical, commercial, spare parts, complaints or general enquiries.
The CSC role is also expected to engage strongly with customers and/or dealer under their responsibility by proactively communicating throughout the customer journey and identify opportunities to promote services, spare parts and special offers in line with customer needs.
The CSC follows up on each activity associated with each enquiry and request. They will follow all requests all the way through to completion. After completion, the CSC will conduct customer follow-up’s to determine if there were any issues or shortfalls throughout the process. They will provide feedback on the relevant function and record any suggestions for improvements.
The CSC plays a key role in keeping all customer data up to date and is responsible for updating and/or validating customer information with the appropriate internal departments such as accounting, on-site contacts or any other information that is critical in the customer journey.
The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.
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Receive and process customer and dealers requests including parts requests, quotations, orders, returns, deliveries and price inquiries.
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Understanding the customer needs and urgency to be able to direct the support required efficiently.
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Ensure all requests are followed through in timely and efficient manner all the way through completion.
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Managing customer expectations with regards to parts delivery from time of quote to proof of delivery.
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Communicate with supply chain and manufacturing on availability, delivery dates or other important matters related to spare parts delivery.
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Plan and prepare spare parts packages for rebuilds, retrofits and other service activities.
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Follows up on all outstanding quotations and processes order confirmations from customers and dealers.
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Ability to transpose information from one source to another, organization and submit information for warranty claims.
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Keeps the customer and dealer informed of the status and progress on their requests in a proactive manner.
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Is empathetic and work as an advocate and trusted advisor for customers.
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Processing warranty claims.
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Ensure customers’ needs are met quickly and efficiently.
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Ensure the customer is totally satisfied by engaging strongly with them throughout the customer journey.
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Escalate unresolved customer or dealer concerns to manager and/or Director of Customer Service
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Other duties assigned due to the need of the business.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Excellent communication skills and the ability to work in a multi-discipline team environment.
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A naturally outgoing individual with a profound ability to interact with customers and teams alike.
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Ability to build lasting relationships with the customers and dealers.
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Understanding of customer satisfaction/experience and the ability to translate that into feedback to the organization and react accordingly.
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A customer and service minded self-starting individual, that is proactive, organized and who can manage time effectively and is goal oriented.
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Experience processing warranty claims and selling after market parts.
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Ability to execute agreed tasks and deadlines against performance metrics.
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Computer/ERP literate.
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Quick decision maker, energetic, effective communicator expected to build excitement, enthusiasm and confidence for the customer.
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Must understand basic mechanical, hydraulic, pneumatic and electrical terminology.
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Bilingual in Spanish is preferred but not required.
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College education in business or administration preferred.
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2-3 years of customer service background preferred.
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Experience of using an ERP, CRM or Service Management Systems is required.
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Proficient computer skills including Word, Excel, and PowerPoint.
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Knowledge of customer service processes and ideally worked in an OEM Service environment. Is preferred.
ENVIRONMENTAL ADAPTABILITY
The noise level in the work environment is usually moderate.
Cemen Tech, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, The Employer will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations with Cemen Tech, Inc.
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