Primary support for global contact management system; receives a variety of telephone calls, e-mails, online chats and faxes from customers for which responsibilities include (but are not limited to) receiving, processing, and confirming product orders, assisting customers with assembly instructions, providing shipping information, resolving billing questions and troubleshooting problems. Act as liaison between customers, partners, sales managers, and internal departments to ensure customer expectations are exceeded.
Position Responsibilities Sales Support:
Meet call quality and service level expectations for all incoming activity via the global contact management system. Update contact records for all inbound calls/chats and emails in Salesforce.
Provide product support to customers; escalate to tech support as needed for customer issue resolution.
Navigate Oracle and Salesforce systems to obtain and relay information to sales and customers concerning order status.
Process and check free of charge/non-standard orders from inbound customers ensuring proper lead times, customer information, and special instructions. Provide information on product availability and pricing, shipment tracking, updated order status and delivery information.
Convert or enter all orders into the order management system. Partner with Operations when necessary on proper lead times.
Report, research and start corrective action for problems and complaints received from customers, partners or sales reps. Create Service Requests, replacement orders and NCRs for tracking and issue resolution and ensuring customer satisfaction.
Issue Return Material Authorizations to customers within the guidelines of the RMA policy. Follow-up on outstanding RMA's. Issue Call Tags/return labels as appropriate under the guidelines of the Call Tag Policy.
Provide freight quotes based on order guidelines.
Act as back up for sick, vacationing, or out of office sales support representatives.
Responsible for timely and accurate updating of all required systems and programs necessary for sales operations including Salesforce and others as appropriate to ensure customer data is well maintained and documented.
Additional duties as requested.
Supports "Lean Business Enterprise" initiatives for continuous process improvement and waste elimination
Position Requirements (Knowledge and Experience):
High School diploma.
One to two years of customer service experience required.
Ability to multi-task required.
Hours may change ability to work in a flexible team environment.
Proficient in Microsoft Office (including Excel, PowerPoint and Outlook), Oracle, Salesforce and company owned websites.
Must be able to perform the physical requirements of the job as described to you for the position.
ONE Core Values
Continuous Improvement Always design a better experience.
Customer Obsessed Our reputation rests with our customer's experience.
Innovation Unearth insights to think anew.
Integrity Do the right thing. Treat others with respect.
Openness Open to ideas and feedback. Act with transparency. Trust one another.
Ownership Own your role and act when ownership is needed.
Ergotron is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.