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Job ref no.: CT3115703-01#1531

Specialist I, Customer Service

Shure

Job Description:

Under minimal supervision of Customer Service Leadership, the Specialist I, Customer Service, is responsible for the Specialized functions in Customer Service, which can include any or all of the following: EDI, Extranet, E-Commerce processing, Key Account management, Training creation & execution, ISO documentation, document management, metric creation & management, training creation & execution, back up for Supervisor role, and any other Specialized tasks that are created or assigned.


Representative Duties:

  • Manages Specialized Regional Service function, as assigned.
    • EDI processing
    • Extranet processing & maintenance
    • E-Commerce management & processing
    • Key Account Management
    • ISO work instructions creation & maintenance
    • CS document management
    • CS metric creation & maintenance
    • Training creation & execution
    • Assumes leadership role and becomes backup for Supervisor
  • Assumes Senior CSR role as needed:
    • Interacts with all our customers up to and including: sales representatives, distribution centers, resellers, and consumers, to handle a variety of pre-sales or post-sales service functions including taking, editing and expediting orders.
    • Checks order status and product availability.
    • Creates / Process return authorizations.
    • Processes requests for Invoice adjustments.
    • Initiates changes to customer accounts.
    • Fields mid-level/advanced product related inquiries
    • Maintains direct contact with customers before and/or after order fulfillment.
    • Supports sales team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s).
    • Works with various departments to meet sales / Service goals.
    • Works with resellers and/or distributors to receive accurate account of equipment failures and provides reports to management.
    • Responds to customer inquiries (Return to Manufacturer Approval, status, delivery, etc.) post-sale to resolving scheduling, shipping, and invoicing issues.
    • Expedites customer requests and prepares documents/shipping return labels related to processing returns (Return to Manufacturer Approval).
    • Coordinates with other departments regarding order status, shipping dates, prices, product availability and back orders.
    • Supports IT division with SAP user experience testing process.
    • Assumes leadership role and assists Supervisor with department training.
    • Supports the EDI (Electronic data interchange) / Ecommerce process when needed.
    • Support Trade shows as needed
    • Other Duties as assigned


Requirements: (1 year of college is equivalent to 2 years of experience)

  • BA/BS degree, or 8 years of experience working in Customer Service, or customer support environment.
  • Fluency in English, as well as fluency in Language for region of the world that you are supporting
  • Strong interpersonal, communication, and problem solving skills.
  • Understands implications of work and makes recommendations for solutions.
  • Ability to complete tasks in creative and effective ways, when necessary.
  • Ability to determine methods and procedures on new assignments with minimal supervision.
  • Enjoys working with people in a team environment.
  • May provide guidance to other weekly or hourly personnel.
  • Strong computer skills, preferably in Windows environment, SAP experience a plus

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More job information
Job ref no. CT3115703-01#1531
Salary
  • N/A
Job Function
Industry
Employment Term
  • Full-time
Experience
  • 2 years - 5 years
Career Level
  • Non-management level
Education
  • Degree