What are the responsibilities and job description for the Customer Solutions Specialist position at Red Dynamics, Inc?
Company:
This organization is a leader in providing specialized support equipment and services to a global industry that is growing year to year. With a strong international presence and a commitment to quality, they deliver comprehensive solutions to Original Equipment Manufacturers (OEMs), Maintenance, Repair, and Overhaul (MRO) providers, and Operators worldwide.
Job Summary:
Be the key point of contact and support for assigned products, customers, and region. Provide a level of support and service which ensures the optimum customer experience. Conduct business activities so as to be the voice of the customer.
Key Responsibilities:
• Build and maintain trusted relationships with OEM customer stakeholders, focusing on managing communications and internal pressure around performance (quoting, quality and delivery) to drive long-term partnership value and mutual success.
• Act as the OEM customer’s voice within the organization, leading cross-functional collaboration to proactively identify and resolve issues affecting license performance, order fulfillment, and customer satisfaction.
• Leverage customer feedback, performance data, and internal metrics to identify trends, propose improvements, and capitalize on operational and service opportunities that drive customer value.
• Perform as primary point of contact (POC) to the OEM customer from initial quote request to product shipment for new and service activities
• Validate that Purchase Orders/Contracts meet the agreed upon Terms & Conditions
• Work with Sales Operations Team to ensure the timely processing of customer orders and work with Sourcing, Quality, Engineering, and Aftermarket Services to support the timely resolution of problems/issues related to product design and/or manufacture
• Provide order status updates to customers as required
• Research and correct regular, advanced, and long-standing customer concerns
• Collect customer feedback and make process changes to exceed customer satisfaction goals
• Complete special projects by using effective decision making, critical thinking and time management skills
• Maintain ERP system (Epicor) with current order/shipment related information specific to the OEM and its associated site locations
• Be available to travel to OEM corporate and site locations to build relationships face to face; 10-15% travel time expected per year
Qualifications and Experience:
- 2 years prior account management and/or customer support experience
- Bachelor’s degree, preferably in business, communications or technical support field
- Prior experience in Industrial B2B industries working with customers in a global environment, preferably in industrial manufacturing.
- Exceptional interpersonal skills with ability to effectively manage conflict and communicate action plans to drive to a satisfactory resolution that builds trust and confidence
- Exceptional attitude and passion towards serving customers an outstanding experience
- Proficiency with computer software applications, e.g. MS Office with emphasis on MS Excel
- Ability to multi-task and work effectively under time and customer pressure
- Ability to interact effectively and confidently at various levels and across different customer and technical functions within a customer’s organization
- Articulate and effective communicator with the ability to influence others through the employment of sound judgment and good sense rather than the use of authority
- Highest standards of integrity, loyalty, honesty, moral and ethical values