Description
Responsible for providing customer service support to assigned customers and ensuring critical service requirements are met.Roles & Responsibilities:
1) Works under direct supervision to supports pre and post sale activities.
2) Interacts with customers prior to and or after sale and maintains positive customer relations.
3) Partner with internal and external organizations to ensure customer specific service issues are addresses in a timely manner.
4) Support implementation of customer projects and initiate escalation and expedite situations (on orders) to meet customer goals and satisfaction.
5) Assures successful implementation of service agreements and provide reports/tools to measure performance based on those agreements.
6) Respond to customer inquiries to determine appropriate product literature and pricing schedules.
7) Proactively monitors orders via Work In Progress reviews with customers on complex data, service and projects.
8) May involve the initiation of orders used for contingent/interim plans while other orders are in pipeline; recommend price changes based on company/customer relationship.
9) Confirm provisioning information, resolves scheduling, shipping or billing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; may review first bill information with customer; and may suggest add-on business opportunities.
10) 24X7 environment.
SKILLS:
Required Skills:
Business Objects, Communication Skills - both oral and written, Customer Service, Data service provisioning, Flexibility of Schedule, High school diploma, Microsoft Office Suites, Oracle, and the Ability to recognize new business opportunities. Strong Math skills are desired.