Customer Support Specialist

Your tasks

Main targets and KPIs of this job:
Summary of Key responsibilities
Quotes prices of products to predetermined margin or quantity level defined by department DOA
Initiate quotes for all publish and unpublished prices on all products
Accurately process customer quotations ensuring all aspects of requisition match with data in the Materials Resource Planning (MRP) system and other resources
Carefully determine customer requirements on Request for Quotation (RFQs), drawings, specifications, quality requirements, and bills of material
Reads and interpret drawings, both proprietary and customer supplied
Work with customers and sales to provide quotations for requested jobs in a timely manner
Coordinate with other departments obtaining accurate information on component costs, labor costs, availability, lead time and other items related to quotation
Recognize and resolve issues with the assistance of the customer, solutions engineering, engineering and sales team; seek solutions for customer requirements that are beneficial to the customer and Company
Maintain accurate paperwork and job files to facilitate smooth transition to other departments
Thoroughly document all research and calculations for RFQs
Understand and calculate estimated profitability
Handle customer inquiries in a competent and courteous manner; exercise cultural awareness and sensitivity
Forward technical support issues to appropriate team
Promptly raise issues to management along with potential solutions
Create and maintain long term relationships with customers
Discusses special considerations or technical needs requested by the customer or sales team with a manager, product management team, and/or managing director
Enters all data into the appropriate data base and follows up on previously submitted jobs to track success rate and to measure win/loss ratios
Develop tools to decrease quote turnaround time
Accurately process quotations in timely mannerProvide work direction to others performing quotation tasksEnsure all issues are communicated and promptly resolved; communicate escalated issues to management
Interface with peers and other departments to ensure communication, maintain good work flow and job prioritization
Keep record of customer transactions, details of inquiries, complaints, etc.
Tracks and manages open orders and orders that have not yet delivered to accounts; manage blanket and standing orders
Reviews and approves orders using the four-eye principle if within DOA
Thoroughly documents all communication on orders
Thoroughly documents all non-complaints and complaints, forward technical support issues to appropriate team
Maintains an understanding of officially authorized requirements that pertain to the business they support
Informs customers of backorders/out-of-stock and other issues hampering complete and on time order fulfillment and provide anticipated date for resolution
Establishes and implements team processes and procedures
All other relevant duties as assigned

Your profile

Education:
Associate's Degree
Experience:
Minimum of 2 years in customer service or minimum of 3 years in customer support
Skills/Knowledge:Intermediate Microsoft Office- Excel & Word
Preferred SAP ERP
Effective communication skills
Ability to perform basic mathematical functions
Ability to work with people from diverse backgrounds
Ability to exercise cultural awareness and sensitivity
Ability to form strong relationships with our customers
Ability to prioritize and plan
Attention to detail
Ability to multi-task and problem solve
Ability to handle change effectively
Organizational skills and the ability to handle complex projects while meeting strict deadlines
Personal Qualifications:
Take ownership and responsibility for work
Diligence
Positive attitude and the willingness and desire to learn new skills
Customer focused and cooperative
Respond to customers and peers with tact and diplomacy
Flexible and hardworking
Work effectively without direct supervision
Physical/Mental Abilities:
Must have the physical and mental abilities needed to perform all essential tasks listed; reasonable accommodations may be made to help the job holder perform essential tasks
Must be able to work and respond well under sometimes stressful and demanding work conditions

Why HUBER+SUHNER?

Stability, sustainability and a valued corporate culture make HUBER+SUHNER a great place to work! We are committed to balancing work and family life for all generations of employees throughout their career and life journey. Our company, employees and leaders are committed to cultivating and preserving a culture of inclusion and connectedness.

We can't wait to hear from you!