Understand and interact with a variety of NI departments, processes, and applications to support customer needs
Support sales opportunity management for strategic customers by fulfilling customer requests or escalating to the right path as needed.
Basic treatment understanding of strategic customers throughout the sales and post-sales cycle.
Provide optimal customer experience by effectively resolving customer issues promptly
Process customer standard and non-standard orders and quotes transactions from multiple sales channels with consistent speed and accuracy using Oracle Order Entry application, SalesForce, Outlook, and other internal business applications
Timely follow up with customers on pending actions to help them complete their transactions via phone and email
Support standard and non-standard customer inquiries regarding order process creation or modification, product availability, services delivery, repair status, or other information regarding their accounts via phone or email
Assist the Sales team throughout the buying cycle by providing transactional support and information related to the customer’s purchase process.
Create and manage Customer data records within Oracle application before transferring customer calls to Tech Sales and Support to ensure proper data integrity of our Customer records
Handle inbound customer service calls for standard and non-standard orders or quotes processing from strategic customers based in the US or other countries within the Americas Region
Asses and route inbound customer calls related to Sales, Technical Support, post-sales support, direct transfers, and miscellaneous inquiries from customers based in the US or other countries within the Americas Region
MAJOR CHALLENGES :
Deliver a consistent customer experience across all channels.
Understand customer expectations and know-how to exceed them.
Deal with various situations related to the company and determine the functional area to solve them.
Partner with various teams and functions to deliver a customer effortless experience.
MINIMUM REQUIREMENTS :
Technical High School degree or actively studying a university career (review the related careers in the following line) with between 2-3 years of experience in Share Service Centers.
Ability to work Full-time, but flexible, 8-hour between department hours of 6 am to 7 pm CST Monday-Friday. Availability to work overtime as business needs require.
Advanced English level to ensure excellent reading, writing, and verbal communication skills. (B2+)
Must be able to communicate effectively with customers from the United States regarding their product orders, service, and other customer inquiries about their accounts.
Proficient in computer usage and a variety of basic skills.
Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.
Effective time management skills and a self-starter attitude.
Ability to handle multiple duties and tasks that must be completed on time to meet defined service levels.
Ability to take ownership of customer needs and demonstrate initiative.
Demonstrates aptitude for learning new business applications and enterprise software.
Demonstrates aptitude for and interest in learning / improving processes.
STRONGLY PREFERRED :
University bachelor's degree completed or technical careers. (Possible careers : Engineering, Business Administration, Human Recourses, Accounting, Finance, Marketing, Psychology, Education)
Understanding of KCS methodology or other knowledge management methodologies.
Expertise in Account Management and differentiated account treatment strategy.
HOW TO BE SUCCESSFUL IN THIS ROLE :
Key is to have a great level of communication in English, excellent customer service and attention to detail, great empathy, listening and assertiveness skills, and the ability to focus on conflict resolution to achieve good results for the customer and the company.
Time management and willingness to learn will also be essential.