Customer Care Specialist I

Customer Care Specialist I

Mission of the Role This position will work out of our new campus in Bloomington, MN (across from Mall of America and MSP Airport). The Customer Care Specialist is responsible for day-to-day operational support for customers, prospects, sales representatives, distributors, and other internal departments. A successful Customer Care Specialist will have a positive attitude with the ability to thrive in a team environment, efficiently handling a high volume of activities while providing an amazing customer experience. The Customer Care Specialists must provide in-depth, working knowledge of SICKs processes and assist with project management, assignments, and process improvements across the team.

Key Responsibilities :

• Answers customer inquiries through multiple communication channels while adhering to departmental service-level goals, ensuring consistent and timely customer updates are provided to open inquiries.
• Coordinates order lifecycle activities and resolves issues when they arise, facilitating with internal teams on resolution when necessary.
• Provides customer contractual obligation visibility to the organization, ensuring it meets customer operational agreements.
• Adheres to individual key performance indicators (KPIs) and individual performance objectives fostering continuous improvements and personal growth.
• Maintain a thorough understanding and educate customers on SICK terms and conditions and ordering guidelines.
• Manages daily transactional requests, such as sales orders, sample trials, etc., submitted electronically, emailed, or entered on SICKs website by customers.
• Possess a working knowledge of standard operating procedures (SOPs) and applies them to their daily work.
• Documents customer interactions and maintains account and order information in the customer resource manager (CRM) and enterprise resource planning (ERP) systems.
• Acquires and maintains familiarity with government, industry, and import / export regulations.
• Builds strong relationships that promote trust and confidence with the customer, sales rep, distributors, and internal departments.
• Keeps Management informed of unresolved conflicts that adversely affect SICK customers and their experiences.
• Recommends internal process improvements and customer experience enhancements, implementing change when called upon.
• Fosters customer self-help by recommending the use of and educating on the SICK website.
• Understands SICK products and the industries we serve.
• Learns the SICK Spirit establishing a strong sense of pride in SICK and the solutions we provide our customers.
• Carries out other duties and responsibilities as may be assigned or required.

Key Qualifications :