Address
Form of workExternal Description
Omron Automation Americas is seeking an energetic and focused Customer Care Senior Specialist (CSS) in our Hoffman Estates location to join our best in class Customer Care team. Under the general supervision of a Customer Care Supervisor (CSV), the Customer Care Senior Specialist (CSSS) assists Direct Customer and Channel Partners and records necessary information by performing the following duties listed below. The CSS is expected to work with minimal supervision within the procedures and limits of the position. Unusual circumstances or situations requiring approvals above the level granted are referred to management.
RESPONSIBILITIES:
EDUCATION, EXPERIENCE AND CERTIFCATIONS:
Education: Associate's degree or equivalent, Bachelor's degree preferred
Experience: Minimum of 5 years experience in Customer Service or similar field, with direct customer interaction (B2B preferred) OR Minimum 3 years of Omron Customer Care experience (2 years preferred) Background in related industry, manufacturing or distribution preferred.
KNOWLEDGE, SKILLS AND ABILITIES -
Technical Abilities: Advanced knowledge of Office (Outlook, Teams, Word and Excel). Knowledge of JDE is preferred. Bilingual Spanish skills are a plus. Working knowledge of CRM or case management platforms preferred (ie. Salesforce, Oracle Cloud). Six Sigma Yellow Belt certified; Green Belt preferred.
Skills and Abilities: Excellent verbal and written English required (Spanish or French is an asset). Excellent interpersonal skills. Ability to present information in a group setting. Ability to multi-task and prioritize in a fast-paced environment. Demonstrate self-discipline, ownership, complex problem solving, time management and collaborate virtually.
Knowledge: Basic Omron product knowledge required. Advanced knowledge of Omron upstream and downstream processes
Success Profile:
Innovation - Creating novel solutions with measurable value for existing and potential customers (internal or external); experimenting with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.
Building Talent - Planning and supporting the development of individuals' knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively.
Facilitating Change - Encouraging others to implement better approaches to address problems and opportunities; leading the implementation and acceptance of change within the workplace.
Decision Making - Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
Coaching - Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills, or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.
Business Acumen - Using one's knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organizational results; using one's understanding of major business functions, industry trends, and own organization's position to contribute to effective business strategies and/or tactics.
Planning and Organizing - Establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, and leveraging resources.
Influencing - Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes.
Earning Trust - Gaining others' confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges.
Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
QUALIFICATION REQUIREMENTS - The requirements listed below are representative of the physical and environmental factors the jobholder will encounter. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Physical Requirements: Constant sitting and/or standing (desks have height adjustment feature) and use of computer
Environmental Factors: Normal office environment
Travel Requirements: Minimal
Conclusion - This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
Omron Automation Americas is seeking an energetic and focused Customer Care Senior Specialist (CSS) in our Hoffman Estates location to join our best in class Customer Care team. Under the general supervision of a Customer Care Supervisor (CSV), the Customer Care Senior Specialist (CSSS) assists Direct Customer and Channel Partners and records necessary information by performing the following duties listed below. The CSS is expected to work with minimal supervision within the procedures and limits of the position. Unusual circumstances or situations requiring approvals above the level granted are referred to management.
RESPONSIBILITIES:
- Effectively resolve Customer Care inquiries from beginning to closure in a considerate, accurate, and timely manner according to documented processes and procedures.
- Comfortably communicate with customers (internal and external) using the assigned communication channels, conference calls as needed
- Answer customers questions on price and availability (standard price or previously approved special pricing)
- Receive customer orders and order changes via e-mail, Electronic Data Interchange (EDI), and enter these into JD Edwards (JDE) database.
- Intercompany, Affiliate and Service Booking handling
- Respond to questions regarding Order Status, Expedites and Recoveries
- Assist with answering escalated and complex inquiries as needed
- Customer and intercompany billing adjustment investigations and submissions
- Respond to Direct customers' questions regarding product applications, and specifications and forward to Inside Sales, Product Support, or the Product Marketing Manager as required
- Communicate frequently with our 3PL warehouses Operations Team
- Interact with outside Sales Territory Managers, Area Sales Managers, Inside Sales Reps, Supply Chain and other Omron personnel as required to manage customer orders
- Partner Program and self-service guidance and Portal Password Administration, including rebate processing
- Assist newer employees with training and in day-to-day activities as needed
- Provide training to external or internal customers, as needed
- Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.
- Identify trends related to internal and external inquiries and recommend policy or process improvements that support excellent customer service and impact quality and performance standards.
- Data entry in various platforms.
- Maintain performance and quality standards based on established department metrics including turn-around times.
- Work on or lead special projects as assigned
EDUCATION, EXPERIENCE AND CERTIFCATIONS:
Education: Associate's degree or equivalent, Bachelor's degree preferred
Experience: Minimum of 5 years experience in Customer Service or similar field, with direct customer interaction (B2B preferred) OR Minimum 3 years of Omron Customer Care experience (2 years preferred) Background in related industry, manufacturing or distribution preferred.
KNOWLEDGE, SKILLS AND ABILITIES -
Technical Abilities: Advanced knowledge of Office (Outlook, Teams, Word and Excel). Knowledge of JDE is preferred. Bilingual Spanish skills are a plus. Working knowledge of CRM or case management platforms preferred (ie. Salesforce, Oracle Cloud). Six Sigma Yellow Belt certified; Green Belt preferred.
Skills and Abilities: Excellent verbal and written English required (Spanish or French is an asset). Excellent interpersonal skills. Ability to present information in a group setting. Ability to multi-task and prioritize in a fast-paced environment. Demonstrate self-discipline, ownership, complex problem solving, time management and collaborate virtually.
Knowledge: Basic Omron product knowledge required. Advanced knowledge of Omron upstream and downstream processes
Success Profile:
Innovation - Creating novel solutions with measurable value for existing and potential customers (internal or external); experimenting with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.
Building Talent - Planning and supporting the development of individuals' knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively.
Facilitating Change - Encouraging others to implement better approaches to address problems and opportunities; leading the implementation and acceptance of change within the workplace.
Decision Making - Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
Coaching - Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills, or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.
Business Acumen - Using one's knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organizational results; using one's understanding of major business functions, industry trends, and own organization's position to contribute to effective business strategies and/or tactics.
Planning and Organizing - Establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, and leveraging resources.
Influencing - Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes.
Earning Trust - Gaining others' confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges.
Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
QUALIFICATION REQUIREMENTS - The requirements listed below are representative of the physical and environmental factors the jobholder will encounter. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Physical Requirements: Constant sitting and/or standing (desks have height adjustment feature) and use of computer
Environmental Factors: Normal office environment
Travel Requirements: Minimal
Conclusion - This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
