Customer Service Specialist-B2B

Summary

Like Customer Service Representatives, Customer Service Specialists are also responsible for resolving cases, processing orders and quotes and in addition they reach out to customers with product or service offers. They may also serve as an intermediary between Customer Service Representatives and Customer Success Managers and may be equipped to fill in for those roles when necessary. This role is directly responsible for a predefined client segment based on revenue and business impact.

Essential Duties

• Manage and respond to inbound customer service-related inquiries via phone, cases and email.
• Provide accurate and timely information related to various orders.
• Accurately enter orders.
• Accurately create and deliver pricing and availability quotes (P&A quotes) in addition to special pricing quotes.
• Ensure that customer issues are resolved in a timely manner and that all escalated matters are handled with a sense of urgency.
• Reach out to predefined client segment with product and service offerings.
• Proactively engage with predefined client segment. This is inclusive of developing and delivering client specific reports.
• Cultivate strong product knowledge to understand defined customer base use case(s)and effectively recommend alternatives as needed.
• Scale up and down to support both the Customer Service Representatives and Customer Success Managers as needed.
• Attend all assigned training sessions.
• Other duties as assigned.

Desired Knowledge, Skills, and Abilities:

• Possess a minimum of 3-5years of customer service experience.
• Proficiency in working with SAP and or similar Customer Relations Management systems.
• Proficient in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, etc.
• Must be self-motivated.
• Must possess excellent verbal and written communication skills.
• Bi-Lingual ability is preferred but not required.
• Detail-oriented and ability to provide high-quality work, with a sense of urgency and focus on accuracy.
• Ability to be open and adaptable to change.
• Strong customer focus, empathetic, friendly, good energy, and positive demeanor in the workplace.
• Excellent time management skills and ability to multi-task when under pressure.
• Strong interpersonal &communication skills and ability to work well in a peer driven-team environment.
• Ability to operate with a high degree of emotional intelligence in the workplace and while interacting with others.
• Embody Murrelektronik’s Core Values.

Education

• Bachelor’s degree in business or other degree related field.

Travel

• Occasional travel is required for this position.

TYPICAL WORK ENVIRONMENT

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Please note that this is an in-office position.

Physical demands: While performing the duties of this job, the employee is required to walk; sit; use hands to finger, handle, or feel tools or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.

Work Hours:

• M-F (8am-5pm)
• Hybrid (3 days in office/2 days remote after 90 days of employment)