ESAB USA
  • 03-Sep-2021 to Until Filled (EST)
  • Denton, TX, USA
  • Full Time

The Customer Care Associate will maintain long-term, trusting relationships with our customers by offering end to end customer support. The CCA ensures proper follow up and follow through for successful resolution of customer inquiries to deliver an excellent customer experience for ESAB's internal and external customers.

Responsibilities

  • Maintain strong and positive relationships with existing customers through effective problem resolution and efficient service delivery
  • Review customer requests for special and tested orders. Must be able to understand customer specifications and requirements for military and nuclear quotes/orders
  • Review government contracts and ensure that the orders are aligned with the customer's expectations
  • Analyze previous test data to determine if new requests can be filled
  • Must be able to access internet to pull customer specifications from their websites when required
  • Nurture positive relationships and be able to communicate with the Quality Assurance, R&D, Production Scheduling, and Outside Sales groups to manage the accounts
  • Be able to relate information and communicate effectively with the end user
  • Will need to determine which tests are required and calculate test charges accordingly
  • Process quotes in SAP referencing customer specifications, product / part number, assign minimum order requirements when necessary, include test charges and special notes, showing all exceptions if necessary
  • Must be able to anticipate future releases with some accounts, base best guess dates on history
  • Run weekly reports and update dates on items not released so they do not show up as past due
  • Be able to manage Consignment Accounts and offsite inventory located at various customer locations Responsible for invoicing weekly/monthly, as required by each account
  • Retrieve certifications from all available sites, including ECS and Korea.
  • Maintains in-depth working knowledge of systems and processes
  • Demonstrates attentiveness, responsiveness and a sense of urgency when dealing with customers
  • Provides timely feedback to Customer Care Management Team regarding escalations, service failures or customer concerns
  • Ensure all processes in department comply with ISO 9001 standards or policies

Basic Qualifications

  • 5+ years of Customer Service experience
  • Demonstrated phone handling skills to include cold and warm calls
  • Demonstrates responsiveness and sense of urgency when dealing with customers
  • Must be able to work assigned shift (M-F between 7:00am to 6:00pm)
  • Basic understanding of mathematical concepts related to customer inventory, pricing, and credits

Desired Skills

  • Bachelor's Degree in Business Administration or a related field preferred
  • Able to understand confidential/NIST requirements
  • Experience in reviewing, understanding customer specifications and requirements (Military, Nuclear, customer specific) and coordination with Quality and R &D department.
  • Strong organization and time management skills
  • Proficient in MS Office programs with a strong emphasis on Excel
  • Aptitude to learn new skills and software systems
  • Customer Service experience in a manufacturing/industrial environment is a plus
  • Preferred experience using SAP & CRM systems
  • Experience with Cisco phone systems is a plus
  • Multi-task and decisively prioritize shifting priorities under tight deadlines
  • Ability to work independently with minimal supervision and works well as part of a team
  • Proven ability to manage conflict and deescalate
  • Excellent verbal and written communication skills
  • Active listening and strong interpersonal skills
  • Able to develop and maintain effective working relationships with customers in a dynamic and fast paced environment

The ESAB Group Inc. is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law. Candidate must be legally authorized to work in the U.S.

Full Job Description
ESAB USA
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