We are looking for a Customer Specialist to provide service and support to internal and external customers with 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.
Remote work: 1 day per week
Schedule: 12h – 20h or 13h to 21h
What you will do
* Provide friendly, caring, and best-in-class customer service to customers, partners, and internal stakeholders via phone, email, and online media.
* Aim to drive customer satisfaction and brand loyalty, listening and empathizing with customers and partners.
* Provide technical and product information, such as maintenance tips, surface recommendations, purchase locations, and product availability.
* Support warranty claim management and reporting, including preparing reports and real-time alerts for internal stakeholders.
* Monitor claim activity for timely and accurate reporting, escalating issues as necessary.
* Act as a liaison between North America and Headquarters to facilitate clear communication on claim matters.
* Analyze claim trends to identify patterns and areas for improvement, contributing to strategic solutions.
* Analyze product and sales information to make judgments, propose solutions, and drive change, owning issues until resolution in a fast-paced environment.
What you need to succeed
Education: Degree in Communications, Business Management, or related fields
Experience: Minimum 2 years in customer support
Languages: English and Spanish (C1 level)
Proficiency in Outlook, Excel, PowerPoint (Intermediate). Knowledge of Salesforce and SAP is a plus.
Soft skills
Analytical mindset, understanding inquiries, processes, and workflows; ability to determine cause and effect of issues.
Excellent verbal and written communication skills, capable of articulating technical issues to non-technical audiences.
Positive, collaborative, responsible, and dependable attitude.
Detail-oriented with strong organizational and time management skills.
Proactive, independent learner, resourceful in finding solutions.
Flexible and adaptable to a dynamic environment.
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