Customer Solution Specialist - II

AccountabilitiesIndividual accountabilitiesProvide exceptional service and support to our customersQuickly acquire robust knowledge of products and processes in order to best service our customers, both internal and externalCommunicate 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, convert quotes to orders.Partner with Operations to ensure prompt shipments and on-time deliveryManage backorder and other daily reportsBuild and expand customer relationships to ensure repeat orders and increased businessSupport customers in quality issues, including issuing RGAs and expediting product replacementMeet or exceed established KPIsFollow documented best practices, policies, and proceduresOther projects or assignmentsShared accountabilitiesContribute ideas and information for process improvementSupport and contribute to cross-functional projects as neededWork cross functionally to ensure exceptional customer satisfactionKey linkages & interfaces / most important stakeholdersOperations, Product Management, Sales, Procurement, AccountingRequirements of the job3 years experience in B2B customer service call or contact centerCollege degree or equivalent work experienceExcellent written and verbal communication skillsMathematical / Technical aptitudeIntermediate to advanced experience in Salesforce CRM, Various ERPs, MS Office Products (Excel, Word, PowerPoint)Experience working in distribution and / or manufacturing environments a plusParameters for success (KPIs)Salesforce Case Queue Closure Rate Order Intake Response Time Quote Request Response TimeQuote Conversion RateNPS Scores (Customer Satisfaction)Workload BalanceDropped Call %