Customer Support Specialist

Your tasks Main targets and KPIs of this job: Summary of Key responsibilities Quotes prices of products to predetermined margin or quantity level defined by department DOAInitiate quotes for all publish and unpublished prices on all productsAccurately process customer quotations ensuring all aspects of requisition match with data in the Materials Resource Planning (MRP) system and other resourcesCarefully determine customer requirements on Request for Quotation (RFQs), drawings, specifications, quality requirements, and bills of material Reads and interpret drawings, both proprietary and customer supplied Work with customers and sales to provide quotations for requested jobs in a timely manner Coordinate with other departments obtaining accurate information on component costs, labor costs, availability, lead time and other items related to quotation Recognize and resolve issues with the assistance of the customer, solutions engineering, engineering and sales team; seek solutions for customer requirements that are beneficial to the customer and Company Maintain accurate paperwork and job files to facilitate smooth transition to other departments Thoroughly document all research and calculations for RFQsUnderstand and calculate estimated profitabilityHandle customer inquiries in a competent and courteous manner; exercise cultural awareness and sensitivity Forward technical support issues to appropriate teamPromptly raise issues to management along with potential solutionsCreate and maintain long term relationships with customersDiscusses special considerations or technical needs requested by the customer or sales team with a manager, product management team, and/or managing directorEnters all data into the appropriate data base and follows up on previously submitted jobs to track success rate and to measure win/loss ratiosDevelop tools to decrease quote turnaround timeAccurately process quotations in timely mannerProvide work direction to others performing quotation tasksEnsure all issues are communicated and promptly resolved; communicate escalated issues to management Interface with peers and other departments to ensure communication, maintain good work flow and job prioritizationKeep record of customer transactions, details of inquiries, complaints, etc. Tracks and manages open orders and orders that have not yet delivered to accounts; manage blanket and standing orders Reviews and approves orders using the four-eye principle if within DOA Thoroughly documents all communication on orders Thoroughly documents all non-complaints and complaints, forward technical support issues to appropriate team Maintains an understanding of officially authorized requirements that pertain to the business they support Informs customers of backorders/out-of-stock and other issues hampering complete and on time order fulfillment and provide anticipated date for resolution Establishes and implements team processes and procedures All other relevant duties as assignedYour profile Education: Associate's Degree Experience: Minimum of 2 years in customer service or minimum of 3 years in customer supportSkills/Knowledge:Intermediate Microsoft Office- Excel & Word Preferred SAP ERP Effective communication skills Ability to perform basic mathematical functions Ability to work with people from diverse backgrounds Ability to exercise cultural awareness and sensitivity Ability to form strong relationships with our customers Ability to prioritize and plan Attention to detail Ability to multi-task and problem solve Ability to handle change effectively Organizational skills and the ability to handle complex projects while meeting strict deadlinesPersonal Qualifications: Take ownership and responsibility for work Diligence Positive attitude and the willingness and desire to learn new skills Customer focused and cooperative Respond to customers and peers with tact and diplomacy Flexible and hardworking Work effectively without direct supervisionPhysical/Mental Abilities: Must have the physical and mental abilities needed to perform all essential tasks listed; reasonable accommodations may be made to help the job holder perform essential tasks Must be able to work and respond well under sometimes stressful and demanding work conditionsWhy HUBER+SUHNER? Stability, sustainability and a valued corporate culture make HUBER+SUHNER a great place to work! We are committed to balancing work and family life for all generations of employees throughout their career and life journey. Our company, employees and leaders are committed to cultivating and preserving a culture of inclusion and connectedness.We can't wait to hear from you!

Created: 2024-10-22