Kimball International
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Customer Support Specialist- Jasper, IN
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Kimball International The ideal candidate will be located near Jasper, IN and work primarily from our headquarters. Overview
The Customer Support Specialist provides all internal support for a dedicated territory, as the primary point of contact for all territory customers, dealers, and field sales. The Customer Support Specialist is responsible for developing relationships tailored to the specific needs of dealers and customers. Roles And Responsibilities
Team with Field Sales and our supply partners to strengthen relationships with our customers. Build customer loyalty. Handle customer inquiries and concerns through various channels like phone and email. Own a customer problem from the first point of contact through resolution. Accountable for all activity with the customer. Treat customer complaints as opportunities to drive loyalty by addressing their needs effectively. Utilize SalesForce.com, SAP, and Outlook to manage workload, capture information, and support customer requirements. Document and communicate all quality issues in the Quality Notification system. Proactively manage and prevent sales disputes. If disputes arise, take immediate action and update comments a minimum of every 2 weeks. Provide back-up support for teammates. Effectively manage all aspects of orders: timely order processing; VL10 / Load planning updates. Support the customer by prioritizing and managing workload to accomplish goals. Attend / participate in customer dinners, lunches as appropriate. Travel as needed to respective territory, further developing customer relationships. Effectively manage phone calls and emails: goals include logging all activities as cases in SalesForce.com; target metrics include minimum 80% ACD phone, 7.5 business hours resolution time, 90% positive survey results. Qualifications
Work / Educational Requirements: Problem solving, analytical skills, root cause analysis and finding effective solutions. Understanding other areas of the business and effectively communicating across the organization. Previous customer service experience preferred. Interpersonal Skills Supportive of teammates Positive attitude and approach Empathy and patience Technical Skills Proficient user of SAP and Salesforce.com Microsoft Office and Outlook Embraces technology and change. Communication Skills Strong written and verbal communication Leadership Skills Commitment to Kimball International and our customers Continuously look for opportunities to improve our processes Business Skills Follow-Up Thorough Initiative Creative thinking / negotiation capabilities Fully support new and revised initiatives Accountable Employment details
Seniority level: Associate Employment type: Full-time Job function: Customer Service Industries: Office Furniture and Fixtures Manufacturing
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Customer Support Specialist- Jasper, IN
role at
Kimball International The ideal candidate will be located near Jasper, IN and work primarily from our headquarters. Overview
The Customer Support Specialist provides all internal support for a dedicated territory, as the primary point of contact for all territory customers, dealers, and field sales. The Customer Support Specialist is responsible for developing relationships tailored to the specific needs of dealers and customers. Roles And Responsibilities
Team with Field Sales and our supply partners to strengthen relationships with our customers. Build customer loyalty. Handle customer inquiries and concerns through various channels like phone and email. Own a customer problem from the first point of contact through resolution. Accountable for all activity with the customer. Treat customer complaints as opportunities to drive loyalty by addressing their needs effectively. Utilize SalesForce.com, SAP, and Outlook to manage workload, capture information, and support customer requirements. Document and communicate all quality issues in the Quality Notification system. Proactively manage and prevent sales disputes. If disputes arise, take immediate action and update comments a minimum of every 2 weeks. Provide back-up support for teammates. Effectively manage all aspects of orders: timely order processing; VL10 / Load planning updates. Support the customer by prioritizing and managing workload to accomplish goals. Attend / participate in customer dinners, lunches as appropriate. Travel as needed to respective territory, further developing customer relationships. Effectively manage phone calls and emails: goals include logging all activities as cases in SalesForce.com; target metrics include minimum 80% ACD phone, 7.5 business hours resolution time, 90% positive survey results. Qualifications
Work / Educational Requirements: Problem solving, analytical skills, root cause analysis and finding effective solutions. Understanding other areas of the business and effectively communicating across the organization. Previous customer service experience preferred. Interpersonal Skills Supportive of teammates Positive attitude and approach Empathy and patience Technical Skills Proficient user of SAP and Salesforce.com Microsoft Office and Outlook Embraces technology and change. Communication Skills Strong written and verbal communication Leadership Skills Commitment to Kimball International and our customers Continuously look for opportunities to improve our processes Business Skills Follow-Up Thorough Initiative Creative thinking / negotiation capabilities Fully support new and revised initiatives Accountable Employment details
Seniority level: Associate Employment type: Full-time Job function: Customer Service Industries: Office Furniture and Fixtures Manufacturing
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