High Level Statement Of The Role
The Customer Support Specialist will provide all internal support for a specific territory, as the primary point of contact for all potential customers, dealers, and field sales. The Account Manager is the single point of contact to develop relationships tailored to specific needs of dealers and customers.
Roles And Responsibilities - Team with Field Sales and our supply partners to strengthen relationships with our customers.
- Build customer loyalty:
- Own a customer problem from the first point of contact.
- Accountable for all activity with the customer.
- Treat customer complaints as opportunities to drive loyalty.
- Proactively work with end-users, dealers, field sales and SSM to coordinate all aspects of Projects, including:
- Coordinate some activity with small RFP’s & Proposals.
- Create a project delivery schedule.
- Provide carrier, tracking and delivery information.
- Manage punch list resolution to successful complete install.
- Utilize SalesForce.com, SAP, and Outlook to manage workload, capture information, and support customer requirements.
- Document and communicate all quality issues in the Quality Notification system.
- Proactively manage and prevent sales disputes. If disputes arise, take immediate action and update comments a minimum of every 2 weeks.
- Provide back-up support for teammates.
- Effectively manage all aspects of orders:
- Timely order processing
- VL10 / Load planning updates
- Support the customer by prioritizing and managing workload to accomplish goals.
- Attend / participate in customer dinners, lunches as appropriate.
- Travel as needed to respective territory, further developing customer relationships.
- Effectively manage phone calls and emails:
- Goals: Minimum 30 hours of ACD time available to customers.
- Goal: All activities logged as cases in SalesForce.com
Skills To Perform This Role
Work / Educational Requirements:
- Problem – solving
- Understanding of other areas of the business.
Interpersonal Skills
- Supportive of teammates
- Positive attitude and approach
- No complaining, no criticizing, no gossip
Technical Skills
- Proficient user of SAP and Salesforce.com
- Microsoft Office and Outlook
- Embraces technology and change.
Communication Skills
- Strong written and verbal communication
Leadership Skills
- Commitment to Kimball International and our customers
- Delegation skills
- Continuously look for opportunities to improve our processes
Business Skills
- Follow-Up
- Thorough
- Attention to detail
- Initiative
- Creating thinking / negotiation capabilities
- Fully support new and revised initiatives
- Accountable
