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Sr. Customer Support Representative

This position is a lead role within a fast-paced Customer Support Department demonstrating professionalism and a comprehensive understanding of customers, systems and processes in a live production environment. Responsibilities include: Serving as a primary contact for incoming customer communication requiring assistance; sales support from the beginning to the end of a sale, including freight and post-sale support; and the ability to operate independently exercising good judgment. This position contributes to the overall goal of increasing Customer Satisfaction and profitability.

Essential Functions

  • Understands the business system that develops and creates procedures
  • Performs as a key contributor to process improvements and promotes efficiencies and actively participates on project teams, as needed
  • Provides support to the sales team and customers in resolving product design, quality, application, warranty and installation issues with customers. This support may come in the form of providing documentation, quotes, submittals, emails, etc. It may also involve phone conversations or conference calls directly with customers.
  • Possess the ability to work effectively with all departments within the organization to help resolve customer issues and in seeking process improvements
  • Follows Customer Support and Sales processes in E-Synergy to effectively manage the sales process from start to finish, including post-sale issues
  • When necessary, seeks corrective (short term) and preventative (long term) actions to prevent reoccuring issues
  • Professionally responds to both internal and external customers in a timely manner
  • Prepares and accurately creates customer quotes, submitted through a variety of channels, in a timely manner
  • Creates or converts customer Quotes to Sales Orders. Ensures information is accurately enteed and requirements are met

Job Qualifications

  • Demonstrates ability to work in team environment
  • Computer skills: Microsoft Office
  • CRM and EDI experience helpful
  • Ability to learn new software systems
  • Excellent typing skills
  • Strong verbal and written communication skills
  • Critical thinking skills
  • Postsecondary educatioin preferred
  • 5+ years experience in Customer Service, Sales or Construction Industry preferred
  • Ability to demonstrate leadership qualities within organization
  • Ability to effectively train others
  • Ability to prioritize work and utilize time effectively

Attributes

  • Reliability with regards to attendance and task completion
  • Detail oriented
  • Positive attitude
  • Sense of urgency with regards to deadlines and follow-up
  • Strong initiative
  • Ability to identify process improvement opportunities
  • Solutions oriented
  • Strong judgement and decision-making skills
  • Works in harmony with the Core Values

Performance Measures

  • Ability ot meet deadlines
  • Achievement of quarterly and annual goals
  • Feedback from sales and Support regarding the accuracy and timeliness and quality of work
  • Accuracy of tasks
  • Customer feedback
  • Productivity
  • Peer reviews
  • Attendance record
  • Adherence to company policies
Our core purpose is to make Nystrom a great place to work. We achieve this everyday by living by our core values:
Profitable Growth | Lead by Example | Customer First | Raise the Bar | Balance

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