We are looking for a Customer Specialist to provide service and support to internal and external customers, including sales administration, back office, warranty, claim management, technical information, and product care and availability needs.
The role involves assisting internal customers with process issues using Salesforce and other applications, including claim handling, National Accounts sales back office, and product support.
Schedule: 12h – 20h or 13h – 21h
Responsibilities:
* Deliver best-in-class, friendly, and caring customer service via phone, email, and online media.
* Aim to drive customer satisfaction and brand loyalty by empathizing and listening to customers and partners.
* Provide technical and product information, such as cleaning and maintenance tips, surface recommendations, purchase locations, and product availability.
* Support warranty claim management, including reporting and real-time alerts to stakeholders.
* Monitor claim activity to ensure timely and accurate reporting, escalating issues when necessary.
* Act as a liaison between North America and Headquarters to facilitate clear communication on claim matters.
* Analyze claim trends to identify patterns and root causes, contributing to strategic improvements.
* Evaluate product and sales data to propose solutions and drive change, owning issues until resolution in a fast-paced environment.
Requisites:
* Education: Degree in Communications, Business Management, or related fields.
* Experience: Minimum of 2 years in customer support.
* Languages: English and Spanish, C1 level.
* Intermediate proficiency in Outlook, Excel, PowerPoint; familiarity with Outlook is required.
* Knowledge of Salesforce and SAP is a plus.
Soft Skills:
* Analytical mindset with the ability to understand inquiries, processes, and workflows.
* Excellent verbal and written communication skills, capable of explaining technical issues clearly.
* Positive, collaborative, responsible, and dependable attitude.
* Detail-oriented with strong organizational and time management skills.
* Proactive, independent, and resourceful in learning and problem-solving.
* Flexible and adaptable to a dynamic environment.
What We Offer:
Join a company with a global presence in over 100 countries, known for innovation and growth, with products like Silestone, Dekton, and Sensa by Cosentino.
About Cosentino:
Our purpose is to inspire people through innovative and sustainable spaces. We are a leading producer of architectural and decorative surfaces, providing solutions for homes and businesses, including countertops, facades, and outdoor spaces. We value innovation, sustainability, functionality, and beauty.
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