Job Description
Job Summary :
The
Customer Support Specialist I is a key liaison between a network of customers and manufacturer's representatives (agents) and Southern States resources. This position is responsible for support functions after products have shipped. The primary responsibility is to deliver the customer prompt parts, sales, technical, and field support aimed at maximizing customer satisfaction, revenue, and profit goals, for the Company and GSD. Technical problem-solving skills are required to diagnose customer issues and help resolve customer's needs. Must have product knowledge of Southern States core products. Responsibilities include but are not limited to completing quotations, monitoring and following up on customer issues to ensure complete resolution and satisfaction. They are expected to collaborate with divisional sales teams, engineering, and production for prompt resolution of customer needs.
Essential Responsibilities :
- Support strategic plans, develop business / personal relationships with agents and customers.
- Assist in completing bids using pricing strategies.
- Ensure that quoted products meet exacting customer specifications for each proposal.
- Sales functions include upselling factory support services as well as field support services.
- Provide technical advice and counsel to agents and customers as needed.
- Process customer orders in Salesforce and the company's business systems.
- Track shop services orders from the RMA to shipment.
- Process customer RFIs & RFQs professionally and expeditiously.
- Assist in expediting orders as required.
- Provide warranty and after sales support.
- Investigate, enter, and execute Customer Service Requests (CSRs) to ensure timely handling, complete documentation, and resource coordination to create resolutions.
- Order Entry into Southern States business system.
- Follow ISO procedures required for compliance.
Minimum Qualifications :
- Education: Bachelor's degree in a related field or equivalent combination of technical education and experience.
- Experience: At least two years of experience in sales or technical support for industrial products.
- Travel: Ability to travel domestically on a limited basis.
- Excellent written and verbal communication skills.
- Excellent time management skills.
- Advanced understanding and skills using and manipulating products in the Microsoft Office suite and Salesforce.
- Understand mechanical devices using springs, levers, linkage, motors.
- Proficiency in understanding and troubleshooting complex products. Familiarity with diagnostic tools and software is a plus.
- Ability to manage multiple tasks efficiently, with strong attention to detail and accuracy.
- Able to work within a team environment, as well as independently with minimal supervision.
- Able to present technical information over the phone or in person in a simplified manner.
Preferred Qualifications :
- Experience selling or designing/developing/testing high voltage switching equipment.
- Proficiency with AutoCAD/Solidworks.
- Advanced understanding and skills using Salesforce.
- Experience with Microsoft Dynamics and/or Business Central.
- Significant electrical utility product experience.
- Education: Bachelor's degree in engineering.
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