Division: Smart Infrastructure
Business Unit: Low Voltage Products
Requisition Number: 241972
Primary Location: United States-Illinois-Hoffman Estates
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: High School Diploma / (GED)
Travel Required: 5%
The Customer Support Coordinator is responsible for processing large volume data entry in both alphanumeric and symbolic data entry from source documents into CRM software. Recognizes when to escalate customer issues and supports customer with price and availability, simple product crossing and referral to appropriate specialist for technical support and/or problem resolution when warranted.
Lead the investigation and resolution of open lines associated with LMV Customer Support Managed orders. Utilize SAP and other applicable reports to identify open orders and distribute to customer support for review and resolution under the defined process.
Respond and resolve problems in a timely and accurate manner while providing excellent customer service.
Manage the data workflow, as it interacts with the workflow in the CRM translator package.
Utilize CRM tool to directly communicate to customers, suppliers and affiliates.
Primary focus will be supporting multiple product lines within assigned business segment for customer types including: industrial and construction distributors, end user accounts, and OEMs.
Triage change orders for the Change Order Specialist and/or have the ability to process non-complex change orders.
Follow up and engage stakeholders as required until the expected release date for open orders are addressed accordingly.
Required Knowledge/Skills, Education, and Experience
High School Diploma or equivalent. Specialized skill training/certification may be required. Associates degree in related discipline is preferred.
3+ years' of practical Customer Support experience supporting industrial, construction, mechanical, or electrical industries.
Demonstrated ability to reproduce a customer problem, isolate cause and drive resolution.
Demonstrated logical reasoning, situational and time management while presenting a positive attitude with customers and co-workers.
High Level of professionalism and excellent customer service skills.
Ability to multitask and handle a high volume of work accurately.
Excellent verbal, written, and organization skills.
Desire to grow within the company.
Ability to work within a team environment.
Must be a self starter.
Ability and desire to learn assigned business segment product line. May need to take internal product training classes.
Ability to successfully complete required training program.
Strong data analytical and problem solving skills in identifying patterns and trends.
Proficient with Microsoft Suites.
Preferred Knowledge/Skills, Education, and Experience
Additional ongoing responsibilities:
Develop knowledge of assigned products within division and systems to move within the Customer Support Organization.
Develop lasting professional relationships within organization such as: plants, warehouses, sales, mixed apparatus pricing, standard pricing, product managers, and buyers.
Understand the business unit organizational charts allowing you to escalate and resolve issues within the organization.
Siemens Smart Infrastructure (SI) is shaping the market for intelligent, adaptive infrastructure for today and the future. It addresses the pressing challenges of urbanization and climate change by connecting energy systems, buildings and industries. SI provides customers with a comprehensive end-to-end portfolio from a single source with products, systems, solutions and services from the point of power generation all the way to consumption. With an increasingly digitalized ecosystem, it helps customers thrive and communities progress while contributing toward protecting the planet. SI creates environments that care. Siemens Smart Infrastructure has its global headquarters in Zug, Switzerland, and has around 71,000 employees worldwide.