Customer Service Specialist

Help grow a safer, cleaner, healthier future for everyone, every day.

Why join AVIRE?

Do you have an entrepreneurial mindset? Do you like being part of high growth, high impact environments? Are you looking for an opportunity to provide your customers with consultative support-growing our business together? If you have answered yes to these questions, we should connect!

The Americas AVIRE team is looking for a highly driven, highly motivated individual to take us to new heights. In this role, you will be responsible for providing outstanding service support for our customers. You will be a part of a team of Regional Sales Managers, Territory Sales Managers, Customer Services Specialist, Inside Sales Specialist, Technical Support Specialists, and Marketing Communications experts with the collective goal to provide the best customer experience in the industry, supporting our customers through every stage of the buying process.

Further, you will be a part of a team that has a track record of delivering double digit compound growth while supporting each other. This position will report to the Commercial Sales Operations Manager.

What you will do:

1. Process sales orders and transactions;
Process changes orders, credits, credit card transactions and product return authorizations.
2. Review order status reporting to ensure accuracy and to drive proactive customer outreach
3. Provide quotes to customers for requested projects
4. Manage inbound calls, outbound calls and emails in a timely manner, and maintain records utilizing our CRM – Salesforce.com
5. Identify customers’ needs and provide solutions when handling customer requests
6. Communicate with other areas of the company with regards to customer questions and concerns
7. Run order reports to proactively ensure orders are shipped on time
8. Provide basic technical support on product issues
9. Meet personal and team qualitative and quantitative targets, as well as contribute to process improvements and initiatives to help drive a best-in-class customer service experience
10. Advocate for customer needs within the business providing insights to other functional areas to ensure continuous improvement
11. Performs other job duties as assigned.

We want someone who displays:

Action-Oriented Curiosity:
You readily take on challenges, and you identify and seize new opportunities. You have an outstanding history of delivering on your projects. You work on the problems that truly need solving, and you effectively challenge the organization to be better. You can cut through the clutter and focus on the priorities that align with organizational objectives.

Collaboration:

You embrace the unique experiences, viewpoints, and abilities of your teammates and proactively engage those differences to come to the best possible outcome.

Empowerment:
You thrive in an environment where you can make decisions. You do not shy away from taking a stand, and you recognize the importance of challenging the team to ensure that we strive for more. You take responsibility to solve customer problems the first time.

Accountability:
You take responsibility for your actions, and you deliver on your commitments.

Inclusion:
In all aspects of your work, you treat everyone with respect.

Performance Objectives
1. Achieve a high level of customer satisfaction by consistently attaining customer service standards measured through net promoter scoring
2. Resolve customer complaints and issues efficiently, resulting in a high resolution and response rate
3. Increase sales by effectively upselling and cross-selling products and services
4. Maintain accurate customer records and transactions within Salesforce
5. Identify customer needs, clarify information and provide solutions with a high level of…