Customer Care Specialist I — Industrial Solutions Support

SICK AG; Minneapolis (MN); On-site; USD 41,000 - 61,000; Full time

Job summary

SICK is seeking a Customer Care Specialist I to join our Bloomington campus, MN. You will support customers, prospects, sales reps, and distributors, handling inquiries, orders, and information with a focus on a superior customer experience.

The role requires 2+ years in customer service and at least some college education, with familiarity in CRM/ERP systems and MS Office. You will work in a fast-paced team, aiming for continuous improvements and adherence to SOPs and KPIs.

Qualifications

• Two years of experience in a customer service-related field.
• Two years of college education or equivalent work experience.
• Process improvement methodologies preferred.
• Proficiency with Microsoft Word, Excel, PowerPoint and Internet applications.
• Basic understanding of ERP, CRM, and e-procurement systems preferred
• Basic knowledge of customer service communication channels and measurements preferred.

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 SICK's 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.

Skills

Customer service

Microsoft Office

CRM systems

ERP systems

Education

Two years of college education

Equivalent work experience

Tools

CRM systems

ERP systems

Job description

SICK is seeking a Customer Care Specialist I to join our Bloomington campus, MN. You will support customers, prospects, sales reps, and distributors, handling inquiries, orders, and information with a focus on a superior customer experience.

The role requires 2+ years in customer service and at least some college education, with familiarity in CRM/ERP systems and MS Office. You will work in a fast-paced team, aiming for continuous improvements and adherence to SOPs and KPIs.