Staff Customer Service Specialist

4 weeks ago

Bengaluru, India NI Full time

The Staff Customer Service Specialist (Staff CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Staff CSR will be responsible for managing customer orders, product returns, quotations, outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking and post sales activities. This role requires a high-level of accuracy and independence in performing these mentioned tasks, as well as the ability to coach others when it comes to processes. Assignation to a certain customer Tier/account may happen to build customer intimacy and business acumen. 

MAIN RESPONSIBILITIES

Manage/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking and post sales activities. Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.  Support sales opportunity management cycle for the customers by fulfilling operational requests.  Provide differentiated operational support through NI’s business model (Tiering) throughout the sales and post-sales cycle.  Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.  Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels. Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat.  Create and manage customer data records to ensure proper data integrity of our customer records.  Drive escalation and continuous improvement for Customer Operations organization.  Active participation in the revenue maximization motions especially during the end of quarter (EOQ).  Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the company direction by involving cross-functional members.  Manage post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.  Maintain an excellent record of accuracy and independence especially for the quote and order management tasks.  Coach other team members when needed, to ensure the good practices are well-circulated within the team. 

PERFORMANCE OBJECTIVES 

Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs) especially on the SLA, quality of work, and daily productivity standard.  Portray a high level of independence when performing operational tasks and having the ability to coach others to success.  Partner with various teams and functions to deliver an effortless experience for the customers.  Influence customers during the buying process becoming a trusted advisor to enable our self-service and digital channels. 

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