Senior Customer Sevice Representative

Schweitzer Engineering Laboratories, Inc.; Curitiba; Presencial; BRL 45 000 - 65 000; Tempo integral

Resumo da oferta

Schweitzer Engineering Laboratories, Inc. in Curitiba seeks a customer service leader to deliver world-class care to internal and external customers, manage orders, quotes, RMAs, and specifications, and mentor CSRs.

The role includes regional activities, on-site training support, and driving process improvements aligned with SEL values. The position requires travel up to 10%, strong communication, and the ability to learn product concepts quickly while collaborating with cross-functional teams

Qualificações

• Customer service experience
• Associate's degree or related business experience
• Demonstrable experience mentoring and guiding others
• Proven subject matter expert in customer service processes and responsibilities
• Excellent computer skills
• Proven ability to learn concepts and technical details of products
• Willing to travel up to 10%
• Excellent writing, proofreading, documentation, and communication skills
• Ability to learn new skills and assume new responsibilities
• Ability to work cooperatively in a team environment
• Background check results satisfactory to SEL

Responsabilidades

• Provide world-class customer care to both internal and external customers
• Engage in regional customer support activities including accurate entry of orders, quotes and RMAs, and creation and maintenance of special specifications
• Communicate to customers and reps on deliverables, service bulletins, and/or resolving of additional customer service issues on an independent basis
• Provide leadership, guidance, and mentoring to CSRs and others in S&CS, including CSR certification training
• Attend and provide on-site support for customer visits, seminars, and training; lead interactive seminars
• Use independent analysis to resolve non-standard regional problems
• Assist management with reporting and monitoring of regional performance
• Initiate process improvement suggestions and lead in implementation
• Model and apply SEL values and World-Class Manufacturing principles
• Understand, Create, Simplify
• Other duties as assigned

Conhecimentos

Customer service

Mentoring

Written communication

Technical product knowledge

Travel readiness

Formação académica

Associate's degree

Bachelor's degree

Ferramentas

ERP or CRM tools

Descrição da oferta de emprego

Essential Duties and Responsibilities

• 1. Provide world-class customer care to both internal and external customers.
• 2. Engage in regional customer support activities including accurate entry of orders, quotes and RMA's, and creation and maintenance of special specifications.
• 3. Communicate to customers and reps on deliverables, service bulletins, and/or resolving of additional customer service issues on an independent basis.
• 4. Provide leadership, guidance, and mentoring to CSRs and others in S&CS, including, upon completing and passing the certification, training in the complete set of courses in the CSR certification tract.
• 5. Attend and provide on-site support for customer visits, seminars, and training. Actively take a lead role and ownership of interactive seminars.
• 6. Use independent analysis, judgment skills, prior experience, and thorough understanding of company policies and procedures to resolve non-standard and in-region problems.
• 7. Assist the management with reporting and monitoring of regional performance.
• 8. Initiate process improvement suggestions and lead in implementation.
• 9. Model, teach, and apply SEL Values, Principles of Operation, and World-Class Manufacturing principles.
• 10. Understand. Create. Simplify.
• 11. Other duties as assigned (may include office administration and other support duties dependent on region/department).

Required Qualifications

• Customer service experience
• Associate's degree or related business experience
• Demonstrable experience mentoring and guiding others
• Proven subject matter expert in customer service processes and responsibilities
• Excellent computer skills
• Proven ability to learn concepts and technical details of products
• Willing to travel up to 10%
• Excellent writing, proofreading, documentation, and communication skills
• Ability to learn new skills and assume new responsibilities
• Ability to work cooperatively in a team environment
• Background check results satisfactory to SEL

Preferred Qualifications

• ERP or CRM tools experience
• Experience in technical sales environment
• Bilingual
• Bachelor's degree

Physical Requirements

None

SEL invents, designs, and builds digital products and systems that protect power grids around the world. This technology prevents blackouts and enables customers to improve power system reliability and safety at a reduced cost.

A 100 percent employee-owned company headquartered in Pullman, Washington, SEL has manufactured products in the United States since 1984 and now serves customers worldwide. Our mission is simple: to make electric power safer, more reliable, and more economical.