Description Provide basic pre to post-sales support to the end users and channel partners of Emerson Tool Company products (both current and discontinued) through phone, email and social media.
Responsibilities Product and Technical Knowledge
Demonstrates basic knowledge of techniques, skills, equipment, procedures and materials by answering inquiries accurately
Receives, responds to, and documents proper information into appropriate database(s), such as CRM Tool, for all customer inquiries or complaints
Keeps abreast of developments in related fields and integrates new subject matter into existing operations
Seeks out information needed to provide accurate information and if needed, forwards to the correct point-of-contacts (POCs) Customer Service
Communicates effectively in a clear and understandable manner using the English language
Responsible for providing excellent technical and customer service support by meeting or exceeding the expectations and requirements of both internal and external customers.
Effectively identifies and evaluates alternative solutions before making decisions in a timely manner. Escalate if necessary.
Researches and resolves customers’ complaints timely and effectively
Partners with customers to diagnose and troubleshoot technical problems involving basic mechanical and electrical systems.
Processes and authorizes returns
Understands the Company’s Warranty program and uses best judgment as well as set procedures in the administration of the program. Sales Initiatives
Processes order(s) received either via the telephone, fax, and / or email. Makes sure that security protocols are observed especially for credit card transactions
Assists customers in tracking shipments and determining status.
Uses best judgement in sending no charge orders. The company wants to maintain good customer relations without giving away excessive free parts or indiscriminate waiving of shipping costs.
Provides customers with information regarding products to educate, promote products or sell customers to help meet their needs.
Can suggest support literature, videos, and other marketing tools according to the Company’s established programs and marketing strategies.
Recognizes lead prospects as such and processes appropriately for further action to potentially enhance sales. Additional Functions
Provides individual and team reports
Performs other duties as may be assigned
shows the ability to schedule work and to understand relative priorities
completes special projects and reports assigned by POC and supervisors on time
demonstrates agility, flexibility and sound judgement in completing multiple tasks, quickly responds to changing demands of the support Requirements
Graduate of any 4-year degree course
customer service experience preferred but not required
Strong understanding of the English language and effective English communication skills, both in written and verbal form.
Must possess superior interpersonal skills : Friendly, empathetic, able to balance compassion with know-how and tackle challenging calls with grace.
Ability to clearly explain data interpretations and analysis
Ability to analyse problems, identify root causes and suggest viable solutions.
Ability to work efficiently; perform multi-tasking; and prioritize tasks. Complete projects in a timely manner.
Effective ability to handle stress, particularly with high-volume workload, short-notice assignments and deadlines and reliance on others to meet objectives.
Solid work ethics in terms of sense of urgency, ownership of projects, attendance and tardiness record
Successful, proven experience using personal computers and Microsoft Office applications (Outlook, Excel, Word, Access, PowerPoint, etc.
Competent typing and data entry skills. Must be detail-oriented and precise.
Ability to lift about 40 pounds
Willing to work on night shift
Maintain flexibility to work overtime and holidays as part of a standard work schedule
Ability to sit for long periods of time during computer work and maintain consistent availability to others