Customer Experience Service Specialist Position Available In Gwinnett, Georgia

Customer Experience Service Specialist Job Employer Name:

SpiderID:

13798710

Location:

Duluth, Georgia

Date Posted:

7/25/2024

Wage:

Negotiable

Category:

Customer Service/Technical Support

Job Code:

REQ40292

Job Description:

Job Summary In the “Customer Experience – Key Account” position , the employee processes transactions routed to designated customer service desks within the case management system. This includes processing inbound requests initiated via phone or electronically from internal and external customers for quotes, orders, and other inquiries. This role must have good knowledge of how to perform the duties of service order, standard order, credit/debit ,return, warranty, repair, order management and complex desk in order to route information efficiently throughout Adhesives Division. Employees in this role are expected to be proficient in entering, monitoring and managing orders/ activities with all complexity levels for key accounts. Essential Job Duties and Responsibilities

• Coordinate, schedule, and manage service contracts, service tickets and billings
• Manage and promote service contracts and make recommendations for Preventative Maintenance process improvements
• Manage and delegate incoming leads in case management software(C4C) to responsible Customer Account Teams
• Support Service Level Agreements for Key Accounts with prompt and superior service
• Participate, initiate, and manage meetings with customers and sales
• Perform all of the the duties of a CE Team Member -Standard Order Desk and CE-Complex Desk, including executing tasks of that desk when directed by management at times of overflow.
• Create order/ ticket/ lead management reports; provide reports to the sales team, management and customer
• Create and manage standard quotations, sales orders, and returns in SAP in a timely manner according to established goals of the Customer Experience Supervisor received via phone or electronically from internal and external customers.
• Handle internal and external customer inquiries regarding order status, inventory availability, delivery status, and pricing
• Job duties may encompass international transactions and requests.
• Follow correct process to communicate with other Nordson teams to solve problems and get the information needed for an inquiry.
• Ability to learn and use Nordson case management technology to retrieve and update status of each task assignment
• Review case management requests to assign priority status and route to the correct customer service desk
• Identify opportunities to enhance and improve their daily tasks
• Base performance standards against established metrics to drive performance improvements
• Conduct themselves in a way that fosters a positive, supportive, and professional work environment in which everyone is treated with dignity and respect
• Performs other duties as assigned

Education and Experience Requirements Education:

• Associates or bachelor’s degree preferred

Experience:

• Two to four years of CSR experience preferred
• Previous SAP experience preferred
• Previous case/project management experience preferred Preferred Skills and Abilities
• Excellent written and verbal communication skills
• Excellent Microsoft office skills
• Excellent organization skills
• Customer focused
• Team Player
• Detail Oriented
• Analytical skills
• Self-motivated
• Computer literate
• SAP system knowledge
• Able to work under pressure
• Relevant experience in a customer service related environment or a business environment is highly desired
• Maintain a high degree of professionalism when dealing with customers and associates Working Conditions and Physical Demands Office environment.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel Required None Job Criteria:

Start Date:

Position Type:

Full-Time Permanent

Years of Experience Required:

Education Required:

Overnight Travel:

Vacation Time:

Contact Information:

Contact Name:

Nordson Corporation

Company Type:

Company:

Nordson Corporation City:

State:

Zip: