Customer Solution Specialist - II

Customer Solution Specialist – II

Apply for the Customer Solution Specialist – II role at AMMEGA.

• Provide exceptional service and support to our customers.
• Acquire robust knowledge of products and processes to best service our customers, both internal and external.
• Communicate directly with customers to offer product solutions, provide technical information, and order status.
• Promptly, professionally, and accurately respond to customer requests received through multiple communication channels within established time frames.
• Provide and follow up on quotes; recommend alternative products when appropriate and convert quotes to orders.
• Partner with Operations to ensure prompt shipments and on-time delivery.
• Manage backorder and other daily reports.
• Build and expand customer relationships to ensure repeat orders and increased business.
• Support customers in quality issues, including issuing RGAs and expediting product replacement.
• Meet or exceed established KPIs.
• Follow documented best practices, policies, and procedures.
• Participate in other projects or assignments.
• Contribute ideas and information for process improvement.
• Support and contribute to cross-functional projects as needed.
• Work cross-functionally to ensure exceptional customer satisfaction.

• 3 years experience in B2B customer service call or contact center.
• College degree or equivalent work experience.
• Excellent written and verbal communication skills.
• Mathematical / Technical aptitude.
• Intermediate to advanced experience in Salesforce CRM, various ERPs, MS Office Products (Excel, Word, PowerPoint).
• Experience working in distribution and/or manufacturing environments is a plus.

• Salesforce Case Queue Closure Rate.
• Order Intake Response Time.
• Quote Request Response Time.
• Quote Conversion Rate.
• NPS Scores (Customer Satisfaction).
• Workload Balance.
• Dropped Call %.

• Mid-Senior level

• Full-time

• Consulting, Information Technology, and Sales
• Industries:
  Automation Machinery Manufacturing

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