Description
We are looking for a highly motivated individual that is focused on creating a positive experience for customers, both internally and externally. The individual will be the primary point of contact for customers within an assigned region and manage the cases in Salesforce.com. The position also involves supporting the global sales team by fulfilling product demonstration requests.
Reports to: Director of Global Sales Operations
Responsibilities:
- Coordinate all customer inquiries for general, technical and warranty issues
- Communicate directly with sales team and customers regarding case issues and resolution
- Create cases in Salesforce.com and manage all tasks associated with cases
- Update and maintain Salesforce.com for all case types
- Attend weekly case review meetings to discuss resolution and/or resources needed to support cases
- Partner with various functions of the organization to resolve customer support inquiries within the designated time period
- Coordinate the intercompany RMA's between the various production sites
- Be knowledgeable of service pricing and quoting processes for non-warranty repairs
- Review service backlog daily and responds to expedite requests
- Work with Production team to ensure delivery dates are met
- Track key metrics relating to customer support
- Manage the demo product process to ensure all requests are supported timely
- Provide back-up support for case management in other region(s) as needed.
Requirements
Qualifications:
- 3-5 years of customer service related experience
- Excellent verbal and written communication skills
- Good organizational and problem-solving skills with the ability to mult-task
- Ability to complete assignments in an accurate and timely manner
- Strong customer service skills with a "can do" attitude
- Highly detail-oriented
- Ability to work independently and in a collaborative team environment
- Willing to make constructive suggestions with a focus on continuous process improvement
- Experienced with Microsoft Office Suite (Word, Power Point, Excel)
- Experienced in utilizing ERP systems (Expandable preferred) and CRM systems (SalesForce.com) preferred
Education:
- Bachelors or AA degree preferred
Job Code : 628
Contact
LumaSense Technologies
3301 Leonard Ct
Santa Clara
California United States
www.lumasenseinc.com
Other relevant information
LumaSense is an Equal Employment Opportunity Employer and is committed to creating an environment which welcomes diverse people, opinions and ideas.
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