Customer Support Specialist
4 weeks ago
We are seeking a highly skilled Customer Support Specialist to join our team at Gilson. The ideal candidate will have a strong background in customer service and be proficient in using ERP and CRM systems.
About the role
The Customer Support Specialist will be responsible for providing exceptional customer service to our external and internal customers. This will involve efficiently coordinating and answering customer inquiries, developing technical knowledge of products and procedures, and providing 1st level of technical support.
Key responsibilities will include:
- Providing outstanding customer support by efficiently coordinating and answering customer questions
- Developing basic technical knowledge of products and procedures
- Creating new customer accounts, pricing, and item setup requests in a SharePoint database
- Updating CRM with relevant information
- Supporting quote processes using our CRM system (Salesforce)
- Managing public and private tenders
- Processing sales orders received via phone, fax, emailing, web on Gilson ERP
- Performing local purchasing for third-party and office materials
- Managing back orders and billing disputes
- Managing customer inquiry cases and complaints in our CRM system
- Helping with credit collection
- Pipette after-sales management (quote, restart, create order headers, invoicing)
- Supporting the planning and invoicing of on-site services
- Getting involved in annual spares and rotating inventories
- Complying with defined standard operating procedures, safety regulations, and quality certificates
- Bringing Voice of the Customer to all relevant Gilson departments to ensure customer satisfaction
About you
The ideal candidate should have:
- Previous experience in customer service (2 years minimum)
- Excellent communication skills, with the ability to converse (written and verbally) in English
- Proficient with ERP and CRM
- Proficient with MS Office applications
- Working knowledge of imports and customs
- Ability to work well with others and build relationships
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