Customer Service Specialist

We empower smarter business operations by connecting equipment, software, and services to protect, control and optimize assets within electrical infrastructures

The business provides customers, across various industries, with end-to-end product and service solutions ensuring the reliability and protection of their electrical infrastructure

We provide the latest industry insights and technology to develop solutions needed to meet customers evolving challenges, including innovative critical power solutions designed for high reliability and performance

Our culture is one of quality and operational excellence fueled and supported by talented people, tools and processes, and expertise

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Job Overview

This position will provide internal and external customer support with order to remittance (OTR) and after-sales support (e g

, basic technical assistance, troubleshooting, order assistance, and payment-related support) and coordinate with relevant resources to increase customer satisfaction

Additionally, you will manage cases in SFDC and the ERP system, SAP

This position will be a member of a global customer service team, which has offices in Germany, the U

S

, Mexico and China, and will report to the EMEA Customer Service Manager

This role is based in India

Responsibilities

As the Customer Support Specialist, you will:

Ensure the resolution of customer issues (e g

order entry, technical, payment) by coordinating with Operations, Technical members, Sourcing, Manufacturing and other internal and/or external teams

Coordinates resolution of After-Sales Service and/or Spare Parts Teams, or trouble calls

Coordinate appropriate solutions for customer requests, and coordinate with related teams to ensure the complete handling of the request (e g

production capability and scheduling, resourcing, quotes, price lists, invoice) is in place

May conduct quotation/proposal follow-up with customers and update SalesForceDotCom (SFDC)

Proactively inform customers about purchase order status, repair & return, advanced warranty, technical follow-up, spare parts and/or clarify any questions ensuring a positive customer experience throughout the entire process

Ensure accuracy of documentation including return material requests, shipping, invoicing, and finance systems

Process the return of goods from customers

Track the repair when necessary

Participate in departmental training programs

Provide outstanding service and representation to external and internal customers through accurate order entry and call handling with superior, professional communications

ELIGIBILTY REQUIREMENTS: OmniOn Power only employs those who are legally authorized to work in the India for this opening

We will not sponsor individuals for employment visas, now or in the future, for this job opening

Basic Qualifications

High School Diploma/GED equivalent and 2 years of experience in order fulfillment/order management and

2 years of experience using SAP or similarly large and complex ERP system to drive results

Bilingual in both local language and English – Fluent in both verbal and written language

Desired Characteristics

Associates Degree or Bachelor’s Degree preferred

Strong interpersonal and communication skills (oral and written)

Ability to collaborate with cross-functional teams to help build effective processes

Results oriented; ability to deliver on commitments and follow through with results

Strong problem-solving skills with continuous improvement mindset

Ability to work independently, multitask with a strong sense of priority

Able to effectively interface with all levels of internal and external customers

Demonstrated proficiency with Microsoft office applications

Proficiency with lean or process improvement methodology

We are an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace

All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment

Please contact us to request accommodation