Customer Support Representative
Core
Manage the quote-to-cash process, resolve customer claims and discrepancies, and handle order management inquiries for electrical connection and protection solutions.
Role type
Customer Support Representative (Order Management & Quote-to-Cash)
Builds
Customer orders, quotations, and resolution of claims/discrepancies
Domain
Electrical solutions / Industrial manufacturing
Deliverable
product features
Required skills
Quote preparation and submission, Order processing, Customer claim investigation, Cross-functional collaboration, KPI monitoring, Root cause analysis, Procedure improvement
Preferred skills
Digital initiatives experience, ERP software (SAP, INFOR), Salesforce.com (SFDC)
Technologies
Salesforce.com, SAP, INFOR, Microsoft Office, Microsoft Excel
Responsibilities
Prepare and submit customer quotations, Process customer orders to ensure correct and timely supply, Investigate and resolve customer discrepancy claims and material return requests, Liaise with Finance and Sales for cash collection, Work with Planning and Manufacturing to manage backorders and lead times, Resolve price discrepancies, Answer customer inquiries via phone and email, Monitor individual KPIs and provide root cause analysis, Identify opportunities to improve customer service procedures
Seniority
Mid-level (3-5 years experience)