Customer Satisfaction Representative

Bystronic Inc.; Hoffman Estates (IL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

PTO

Life Insurance

Paid Holidays

401k with 100% match up to 5%

Job summary

Bystronic Inc. is looking for a Customer Satisfaction Representative located in Hoffman Estates, Illinois. The role focuses on managing a designated customer portfolio and acting as the primary contact for customer inquiries. Responsibilities include building customer relationships, processing part sales and orders, and ensuring timely resolution of customer issues. Strong technical skills and experience in customer support are essential. Benefits include PTO, life insurance, and a 401k match.

Qualifications

• 3-5 years of work-related experience in customer support or field service.
• Proficient in MS Office, SAP, and Salesforce systems.
• Background in electrical or mechanical engineering preferred.

Responsibilities

• Manage a designated customer portfolio, acting as the main contact.
• Foster strong customer relationships to enhance service processes.
• Execute day-to-day part sales and orders.

Skills

Technical Proficiency

Effective communication

Rapport-building

Multitasking abilities

Adaptability and Flexibility

Education

High School Diploma

Tools

MS Office

SAP

Salesforce

Job description

We are Bystronic – a global technology company passionate about creating an impact for a sustainable future with sheet metal and beyond.

We want to work with people who support us in creating innovative solutions to move our industry forward. Our focus is on automating the complete material and data flow of the laser cutting and bending process chain.

In a nutshell:

The Customer Satisfaction Representative manages a designated customer portfolio within the region, acting as the main contact, assessing their needs, prioritizing tasks, and cultivating robust relationships to optimize service processes.

What you will be doing:

• Manage a specific customer portfolio within a defined region, serving as the primary point of contact
• Foster strong customer relationships, understand their business needs, and collaborate to enhance service processes for mutual benefit
• Assess customer needs and prioritize tasks, including triaging workload for hotline engineers
• Executes all activities in line with guidance from local management
• Responsible for processing day to day part sales and orders

Key tasks and Responsibilities:

• Customer Interaction Management: Serve as the initial point of contact for customer inbound inquiries, handling case logging, management, and follow-up.
• Coordination and Collaboration: Coordinate and collaborate with field service dispatchers and spare parts inquiries to ensure timely resolution of customer issues.
• Case Handling and Resolution: Manage end-to-end resolution of cases, including but not limited to identifying part numbers, creating orders, and confirming delivery times with customers.
• Spare Parts Logistics: Coordinate with the purchasing department to ensure timely delivery and distribution of parts for customer service needs. Confirm delivery times and dispatch status for spare parts from the central warehouse.

KPI’s:

• Achieve overall company sales objectives and targets
• Business results measured by Customer Satisfaction (NPS), repeat machine sales, and after sales targets.
• Increase coverage of the ByCare Program

Key Skillset:

• Technical Proficiency: Strong general technical aptitude.
• Personal & Interpersonal Skills: Effective communication and rapport-building with customers. Clear explanation of mechanical issues and multitasking abilities.
• Adaptability and Flexibility: Quick learner adaptable to new challenges. Efficient multitasker with effective time management skills.
• Additional Skills & Requirements: Proficient in MS Office, SAP, and Salesforce systems. Background in electrical or mechanical engineering preferred, with field service or customer support experience beneficial.

Your education & experience:

• High School Diploma and 3-5 years of work related experience.

What’s in it for you:

• PTO
• Life Insurance
• Paid Holidays
• 401k with 100% match up to 5%