Customer Service Representative Ii

***This is a hybrid position. Working three days a week in our office and the other two remote. This position will be located at our Bloomington MN SICK office.

ABOUT SICK:

SICK is a leading global provider of intelligent sensors, systems and services for factory, logistics and process automation applications. With more than 1,000 patents, innovation and technology are at its core. This focus on innovation and “Sensor Intelligence” have allowed SICK to develop products for every phase of production in the automotive, packaging, electronics, food and beverage, consumer goods, storage and conveyor, robotics, material handling, oil and gas, chemical, power, maritime industries and more. In addition, SICK’s focus on Sensor Intelligence allows us to make Industry 4.0, or the Industrial Internet of Things, a reality for their customers.

POSITION SUMMARY:

This position provides service in a high performance, customer-focused environment with respect to company procedures and policies. The Customer Service Representative is responsible for day-to-day operational support for sales representatives, distributors, direct, and external customers as well as internal departments. This position requires a high level of accuracy and detail orientation. A successful Customer Service Representative will have a positive attitude, ability to thrive in a team environment, and ability to handle a high volume of activity. Customer Service Representative must provide in depth, advanced knowledge of Commercial Customer Care processes and assist with project management, assignments, and process improvements.

RESPONSIBILITIES:

• Provide highly responsive service and support to internal and external customers through telephone calls, emails, WebEx and portals in a courteous, professional, and efficient manner.
• Enter sales orders that are faxed, emailed, or entered into SICK’s website from domestic and international customers.
• Understand and educate customers on SICK terms and conditions and ordering guidelines.
• Primary phone, email and web support role to triage customer needs and requests in a courteous and professional manner on a consistent basis, answering questions and solving customer problems promptly with minimal transfers while adhering to department service level targets.
• Triage all aspects of customer and rep inquiries to ensure inquiries are directed to the appropriate internal areas and issues are resolved in a timely manner and with accurate information; following up on closure of issue as necessary.
• Coordinate with internal groups to exceed service level expectations and provide continuing visibility of contractual obligations.
• Resolve matters pertaining to order entry, administration, inventory levels, shipment, and completion with in-house groups.
• Acquire and maintain familiarity with government, industry, and import/export regulations.
• Build strong relationships promoting trust and confidence with the customer, sales rep, distributors, and internal departments.
• Thorough understanding of product offerings and market knowledge through independent effort and collaborative work with subject matter experts.
• Keep Supervisor informed of areas of conflict that go unresolved that adversely affect SICK service levels to customers.
• Identify opportunities for improvement in processes or service levels and make recommendations for enhancing them; implement enhancements as called upon including training and communication.
• Support customers in their use of the website, refer customers to the website, and educate them on the site to assist them in their business.
• Process credit card transactions and record maintenance for SICK.
• Commitment to continued education, certification and learning to advance knowledge and offer an elevated level of support for all daily activities.
• Act as a positive mentor through training, shared best practices and one-on-one assistance to offer support in career growth and customer support.
• Act as a subject matter expert to support team growth, knowledge, and customer support.
• Carry out other duties and responsibilities as may be assigned or required.

QUALIFICATIONS:

Education and Experience:

• College degree or three to five years Customer Service experience.
• Six Sigma Green Belt or Lean trained preferred.
• Computer proficiency with Microsoft (Word, Excel, PowerPoint), SAP and Internet applications.
• Procedure, process and product knowledgeable.
• Experience as a team mentor for training needs.

Other Qualifications:

• Offer customers the service they deserve, beyond expectations at all times.
• Personal commitment to advance problems or requests to final resolve and customer satisfaction.
• Motivated self-starter with a strong work ethic, a positive attitude, and professional demeanor.
• Experience dealing with customer concerns and creating a positive experience for every customer interaction.
• Sense of urgency and commitment to customer needs.
• Results focused.
• Focused on identifying the real needs of the customer and work to establish a long-term partnership with them.
• Solid interpersonal skills to build and maintain favorable relationships with key internal and external contacts including sales agents, customers, and coworkers.
• Strong written communication skills to write business correspondence, activity documentation, and routine project reports.
• Verbal communication skills to articulate clearly and effectively with external and internal customers and company employees.
• Able to manage multiple tasks simultaneously and prioritize based on need.
• Excellent problem-solving skills and ability to make appropriate decisions based on department processes, procedures, and Company policies.
• Demonstrate a high level of professionalism in personal conduct, interpersonal relations, and work performance
• Able to work in a fast-paced environment.
• Adapt to change with resiliency, change agent on some level.
• Ability and willingness to work alternative schedules including weekend, and on-call hours as needed.
• Legally permitted to work in the United States.
• Ability to work in a general office environment.

CORE COMPETENCIES:

Ethics and Integrity Personal Growth and Learning, Customer Focus, Personal Accountable, Building Effective Relationships.

BENEFITS:

At SICK, we believe that our employees are the key to achieving our mission and values. SICK’s benefit package has long been recognized and valued because of its comprehensiveness and competitiveness in the market. To help our employees make the most of their overall well-being, we are thrilled to provide an outstanding rewards package! See attached benefits summary documents for details!

If you thrive in a fast-paced, team-oriented work environment that offers challenges and the opportunity for growth, we are the place for you! SICK has several locations throughout domestic US and offers competitive wages and an excellent benefits program. Qualified candidates can apply online by clicking the apply online button. Visit us at www.sickusa.com.

Affirmative Action (AA)/Equal Opportunity Employer (EOE) M/F/D/V