Our client is an american based leading manufacturer of professional Audio/Visio system products including computer-video interfaces, switchers, matrix switchers, distribution amplifiers, video scalers, scan converters, signal processing devices, Ethernet control interfaces, and high resolution cables.
Service, Support and Sollutions are the three concepts on which the corporate philisophy is founded. By following this standard, our client has become one of the leading providers of products and training to the professional A/V industry.
The new Customer Support employee will be handeling a sales and technical support position within a technical environment handling sales and general technical issues. Duties shall include all facets of customer service for instance: assisting with incoming telephone calls, order processing, order tracking, calling customers, maintaining accurate and current dealer notes pertaining to conversations, assist the Sales Support Specialist as necessary, follow up etc.
The day to day tasks and responsibilities contain:
providing excellent customer service;
handeling all customer service related calls;
knowing when and who to transfer a call;
technical knowledge and support of all products;
enter customer orders accurately into the system;
proofread and confirm correctness of orders;
assist team with projects as assigned;
develop and maintain close relationships and contact with dealer base;
ability to retrieve information to answer customer questions;
ensure database accuracy with updates as required in CRM;
assist in resolving minor client issues when resolutions are available and know when to get a Team Leader or RSM;
have full understanding of and assist with GSA orders and inquiries;
work closely as a mentor for the Customer Service Clerk;
issue RA’s for credit;
coordinate the school attendees each month;
have full understanding of the S3Philosophy, Avante, CRM and Outlook;
utilize marketing tools such as website, catalog and price guide;
assist with special projects, system testing, etc, as needed;
know Sales policies and procedures and dealer pricing levels.
The candidate we’re looking for must have string customer relations skills, excellent communication and computer skills and the ability to work effectively within a team environment.
Thereby the ideal candidate:
Speaks and writes Fluent in German and English;
Is detailed oriented;
Possess the ability to handle many simultaneous tasks;
Works efficiently with little supervision;
Has advanced computer skills;
Is willing to learn new processes and programs;
Is flexible with constantly changing priorities;
Has the ability to determine priorities and enjoy interacting with many people within the entire company.