Job Openings >> Customer Experience Representative
Customer Experience Representative
Summary
Title:Customer Experience Representative
ID:1288
Department:Customer Experience
Description

Bilingual in English and Spanish required.

Hybrid (Lebanon, Indiana) preferred, but remote consideration for appropriate candidate.

POSITION SUMMARY:

The Customer Experience Specialist addresses customer issues and resolves them in a timely and efficient manner. This role interacts with customers on a variety of channels such as phone, email, and social media, and ensures that all valid customer concerns are being dealt with immediately.

 

JOB RESPONSIBILITIES:

Essential Functions

  1. Performs all daily tasks and responsibilities of a CES role.
  2. Displays understanding of Festool Tools & Accessories.
  3. Meets daily, weekly, or monthly goals/metrics set forth by the departmental lead.
  4. Collaborates with inside sales team, finance, logistics, repair, and marketing departments.
  5. Utilizes a variety of systems including the ERP, CRM, and shipping vendor systems to address inquiries.
  6. Processes tool registrations.
  7. Continuously evaluates and identify opportunities to drive process improvements that positively impact the customer’s experience.
  8. Answers calls, emails, and returns voicemails to service the customers’ needs within a 24-hour turnaround time.
  9. Investigates and researches customer problems via departmental guidebook.
  10. Pulls and provides reports, as necessary
  11. Sets up new dealers, terminates dealers, processes returns, and orders spare parts as necessary.
  12. Processes and posts credits/debits for the service department invoices.

 

Qualifications

Minimum requirements to competently perform the key responsibilities of this job in terms of educational background, work experience, licenses/certifications or other knowledge, skills, and abilities.

Basic Requirements

  • High school diploma or equivalent
  • 2+ years’ experience in a high-volume direct customer service environment
  • Ability to work remotely, on-site or a combination of both based on business needs

 

Preferred Qualifications

  • Bachelor’s degree
  • Previous experience working in Microsoft Office Suite
  • Previous experience using an ERP system and/or CRM system (SAP preferred)
  • Strong detail orientation and communication/listening skills   
  • Must be able to establish and maintain professional working relationships
  • Bilingual in Spanish
  • Must be reliable, possess the ability to see a project/task through to completion
  • Proven analytical, problem solving, collaboration and multi-tasking skills
  • Ability to work independently on a broad variety of projects
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Professional communication skills; clear and courteous, both verbal and written

 

AFFIRMATIVE ACTION/EEO STATEMENT:

Tooltechnic Systems NA, Festool USA, Festool Canada, and Systainer Systems NA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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