Customer Support Specialist- Jasper, IN

Kimball International

If you prefer a career that offers different opportunities daily while working with a variety of people, Kimball International would like to talk to you. We are a family-friendly company that values the differences that make each associate unique.

The ideal candidate must be located near our Jasper, IN headquarters and work primarily from this location.

High Level Statement of the Role:

The Customer Support Specialist provides all internal support for a dedicated territory, as the primary point of contact for all territory customers, dealers, and field sales. The Customer Support Specialist is responsible for developing relationships tailored to the specific needs of dealers and customers.

Roles and Responsibilities:

Team with Field Sales and our supply partners to strengthen relationships with our customers.

Build customer loyalty: Handle customer inquires and concerns through various channels like phone and email. Own a customer problem from the first point of contact through resolution. Accountable for all activity with the customer. Treat customer complaints as opportunities to drive loyalty by addressing their needs effectively.

Handle customer inquires and concerns through various channels like phone and email.

Own a customer problem from the first point of contact through resolution.

Accountable for all activity with the customer.

Treat customer complaints as opportunities to drive loyalty by addressing their needs effectively.

Utilize SalesForce.com, SAP, and Outlook to manage workload, capture information, and support customer requirements.

Document and communicate all quality issues in the Quality Notification system.

Proactively manage and prevent sales disputes. If disputes arise, take immediate action and update comments a minimum of every 2 weeks.

Provide back-up support for teammates.

Effectively manage all aspects of orders: Timely order processing VL10 / Load planning updates

Timely order processing

VL10 / Load planning updates

Support the customer by prioritizing and managing workload to accomplish goals.

Attend / participate in customer dinners, lunches as appropriate.

Travel as needed to respective territory, further developing customer relationships.

Effectively manage phone calls and emails: Goals: All activities logged as cases in SalesForce.com Goal: Minimum 80% ACD phone, 12 business hours resolution time, 90% positive survey results

Goals: All activities logged as cases in SalesForce.com

Goal: Minimum 80% ACD phone, 12 business hours resolution time, 90% positive survey results

Skills to Perform This Role:

Work / Educational Requirements:

Problem – solving, analyze information, root cause and find effective solutions.

Understanding other areas of the business and effectively communicating across the organization.

Interpersonal Skills

Supportive of teammates

Positive attitude and approach

Empathy and Patience

No complaining, no criticizing, no gossip

Technical Skills

Proficient user of SAP and Salesforce.com

Microsoft Office and Outlook

Embraces technology and change.

Communication Skills

Strong written and verbal communication

Leadership Skills

Commitment to Kimball International and our customers

Delegation skills

Continuously look for opportunities to improve our processes

Business Skills

Follow-Up

Thorough

Attention to detail

Initiative

Creative thinking / negotiation capabilities

Fully support new and revised initiatives

Accountable