Customer Support Representative

GENERAL PURPOSE OF JOB:
The Customer Support Representative (CSR) provides service, solutions and maintains strong business relationships with customers at multiple sites within the Americas region. The CSR assists site personnel with sustaining requirements for existing customers while supporting sales efforts in establishing new customers.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1. Primary customer contact for all service issues, including order status, pricing, shipping, quality, complaints and surveys, etc. Acts as liaison when appropriate and supports multiple sites in the Americas.

2. Proactively manages issues and updates customers and management to provide winning outcomes for the customer and SCS.

3. Identifies and communicates key account issues and new opportunities to the Territory Sales Manager.

4. Establishes and builds strong customer relationships in the interest of long-term sales growth and forecasting accuracy.

5. Assists Site Manager and Sales Managers to adjust production schedules to meet customer and SCS requirements.

6. Acts as liaison between customer and SCS for communicating requirements, order confirmation and follow up.

7. Coordinate and participate in customer visits assisting territory and site managers.

8. Identifies, recommends and initiates process improvements that benefit the customer and SCS.

9. Participates and leads process improvement activities to support continuous improvement efforts for SCS.

10. Maintains and accurately reports performance metrics and customer interactions in CRM and other SCS business software systems.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

* Adheres to plant and corporate safety, conduct and employment policies.

* Maintains a neat and orderly work area.

* May assist in other areas or perform other duties as business needs fluctuate.

education, CERTIFICATES, LICENSES, REGISTRATIONS AND/OR experience:
Bachelor’s degree from four-year college or university is preferred with three (3) or more years of customer service-related experience and/or training; or Associates degree with six (6) or more years of related customer service experience; or 10 or more years of related customer service experience.

BASIC SKILLS:

* Exceptional communication, strong organizational and interpersonal skills.

* Courteous, fast response with positive attitude.

* Customer-focused with sales and negotiation skills.

* Excellent time management and ability to manage multiple complex issues.

* Strong information gathering with focus on gaining customer and market information.

* Able to speak, read and write in the English language.

* Able to perform simple math.

* Proficiency with Microsoft Excel and Word software.

* Self-motivated and able to work with little or no direct supervision.

* Willing and able to travel when appropriate, up to 10% of available time.