The CSR will respond to customer inquiries and resolve customer concerns with minimal supervision. This position will require strong communication and problem solving skills in French and English, with the ability to handle large or major accounts.
Three years+ customer service or related experience
Ability and skill to up sell
Ability to work both independently and as part of a team
Ability to work well under pressure along with excellent oral and written communication skills
Accepts additional responsibility willingly
Capable of handling large or major accounts
Computer literate with skills in MS Office programs, expert with 10 Key
Consistently exceeds expectations in all performance areas including scorecard initiatives
Demonstrates professionalism and presents a positive image of the company
Demonstrates responsiveness and sense of urgency when dealing with customers
Excellent verbal and written communication
Flexible to schedule changes when necessary
High school diploma or GED required
SAP experience strongly desired
Makes good decisions, works independently and with minimal supervision when required
Shows initiative (Problem Resolution)
Strong listening and interpersonal skills, with the ability to develop and maintain effective working relationships
Strong organizational skills with the ability to handle multiple tasks and able to analyze problematic situations for our customers
Uses resources and support systems to investigate, analyze and resolve outstanding issues to achieve customer satisfaction
Develops customer relationships by phone, written correspondence, fax or email
Accepts ownership of individual results including maintaining process and call center quality standards
Responds to internal/external inquires regarding order entry, order status, returns, product and warranties
Acts as liaison between the customer and ESAB
Ability to resolve outstanding matters
Demonstrates responsiveness and a sense of urgency when dealing with customers with the demonstrated ability to resolve outstanding issues
Ensure all processes in department comply with ISO standards or policies while promoting a quality mind set for all employees
Provides general product knowledge/features and benefits of ESAB products.
Order Entry, RMA’s, Credits, Quotes
Other duties as assigned.
