Customer Support Specialist- Jasper, IN

High Level Statement Of The Role

The Customer Support Specialist provides all internal support for a dedicated territory, as the primary point of contact for all territory customers, dealers, and field sales. The Customer Support Specialist is responsible for developing relationships tailored to the specific needs of dealers and customers.

Roles And Responsibilities

• Team with Field Sales and our supply partners to strengthen relationships with our customers.
• Build customer loyalty:
• Handle customer inquires and concerns through various channels like phone and email.
• Own a customer problem from the first point of contact through resolution.
• Accountable for all activity with the customer.
• Treat customer complaints as opportunities to drive loyalty by addressing their needs effectively.
• Utilize SalesForce.com, SAP, and Outlook to manage workload, capture information, and support customer requirements.
• Document and communicate all quality issues in the Quality Notification system.
• Proactively manage and prevent sales disputes. If disputes arise, take immediate action and update comments a minimum of every 2 weeks.
• Provide back-up support for teammates.
• Effectively manage all aspects of orders:
• Timely order processing
• VL10 / Load planning updates
• Support the customer by prioritizing and managing workload to accomplish goals.
• Attend / participate in customer dinners, lunches as appropriate.
• Travel as needed to respective territory, further developing customer relationships.
• Effectively manage phone calls and emails:
• Goals: All activities logged as cases in SalesForce.com
• Goal: Minimum 80% ACD phone, 12 business hours resolution time, 90% positive survey results
  

Work / Educational Requirements:

• Problem – solving, analyze information, root cause and find effective solutions.
• Understanding other areas of the business and effectively communicating across the organization.

• Supportive of teammates
• Positive attitude and approach
• Empathy and Patience
• No complaining, no criticizing, no gossip

• Proficient user of SAP and Salesforce.com
• Microsoft Office and Outlook
• Embraces technology and change.

• Strong written and verbal communication

• Commitment to Kimball International and our customers
• Delegation skills
• Continuously look for opportunities to improve our processes

• Follow-Up
• Thorough
• Attention to detail
• Initiative
• Creative thinking / negotiation capabilities
• Fully support new and revised initiatives
• Accountable