Customer Support Representative - 2nd Shift

01 & 04 Woodward, Inc.; Rockford (IL); Presencial; USD 25.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k) match

Stock contribution (5%)

Tuition reimbursement

12 paid holidays

Medical, dental, and vision insurance

Paid vacation and sick time

Descripción de la vacante

Woodward is seeking a responsive Customer Support professional to handle inquiries via phone, email, portals, or chat, and to document interactions accurately. You will provide product information and resolve problems following established guidelines, while ensuring timely follow-up and customer satisfaction.

The role emphasizes effective communication, empathy, and collaboration with teams to maintain high service standards and data integrity.

Formación

• Respond to customer inquiries via phone, email, portals or chat.
• Document customer interactions accurately.
• Provide product information and resolve issues following guidelines.
• Maintain customer records with attention to detail.

Responsabilidades

• Respond to Customer Inquiries: Handle customer questions and issues via phone, email, customer portals, or chat following established procedures.
• Document Customer Interactions: Accurately record details of customer interactions and transactions.
• Provide Product Information: Supply customers with information about products and services based on current guidelines.
• Resolve Basic Issues: Address and resolve straightforward customer problems using predefined solutions.
• Follow up on Support Cases: Ensure timely follow up with customers to confirm resolution and satisfaction.
• Level II: Respond to Customer Inquiries and resolve routine issues, maintain records, and collaborate with teams.

Conocimientos

Communication

Active Listening

Problem Resolution

Product Knowledge

Time Management

Technical Proficiency

Attention to Detail

Team Collaboration

Empathy

Adaptability

Descripción del empleo

Woodward is committed to creating a great workplace for all team members. Our company and its members are committed to acting with integrity, being respectful and accountable to one another, and staying humble and driven, while maintaining the highest professional and ethical standards. We are steadfastly committed to attracting the best talent across our communities creating a rewarding workplace. Together we are fulfilling our purpose to design and deliver energy control solutions our partners count on to power a clean future. Woodward supports our members’ wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position.

Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Level I Estimated annual base pay: $20.19(minimum) - $26.44(midpoint) - $32.21(maximum) Plus overtime and shift differential

Level II: Estimated annual base pay: $23.56(minimum) - $30.77(midpoint) - $37.50(maximum) Plus overtime and shift differential

• All members included in annual cash bonus opportunity.
• 401(k) match (4.5%)
• Annual Woodward stock contribution (5%)
• Tuition reimbursement and Training/Professional Development opportunities for all members
• 12 paid holidays
• Industry leading medical, dental, and vision Insurance upon date of hire
• Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave.
• Paid parental leave.
• Adoption Assistance
• Employee Assistance Program, including mental health benefits.
• Member Life & AD&D / Long Term Disability / Member Optional Life
• Member referral bonus
• Spouse / Child Optional Life
• Optional AD&D / Healthcare and Dependent Care Flexible Spending
• Voluntary benefits, including: Home / Auto Insurance discounts Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave Level I

Level I Key Responsibilities

• Respond to Customer Inquiries: Handle customer questions and issues via phone, email, customer portals, or chat following established procedures.
• Document Customer Interactions: Accurately record details of customer interactions and transactions.
• Provide Product Information: Supply customers with information about products and services based on current guidelines.
• Resolve Basic Issues: Address and resolve straightforward customer problems using predefined solutions.
• Follow up on Support Cases: Ensure timely follow up with customers to confirm resolution and satisfaction.

Level I Key Skills

• Communication: Effectively conveys information to customers through verbal and written channels.
• Active Listening: Pays close attention to customer needs and concerns to provide appropriate responses.
• Problem Resolution: Utilizes predefined procedures to resolve common customer issues efficiently.
• Product Knowledge: Demonstrates understanding of company products and services to assist customers accurately.
• Time Management: Manages work tasks efficiently to handle multiple customer inquiries within set timeframes.
• Technical Proficiency: Uses customer support software and basic computer applications proficiently.
• Attention to Detail: Ensures accuracy in data entry and information provided to customers.
• Team Collaboration: Works effectively with team members to achieve common support objectives.
• Empathy: Understands and responds to customer emotions to enhance service experience.
• Adaptability: Adjusts to new procedures and updates in a structured work environment.

Level II Key Responsibilities

• Respond to Customer Inquiries: Handles customer questions and concerns through phone, email, customer portals, or chat, ensuring prompt and accurate assistance.
• Resolve Routine Issues: Diagnoses, assist in resolving, and elevate routine problems using established procedures and resources.
• Maintain Customer Records: Document all customer interactions and transactions with attention to detail.
• Collaborate with Team Members: Works with fellow support representatives and other departments to provide seamless customer service.
• Adhere to Service Standards: Follows company policies and standardized procedures to uphold high quality support and compliance.

Level II Key Skills

• Communication: Effectively exchanges clear and concise information with customers and team members.
• Problem Solving: Identifies and resolves common customer issues using established procedures.
• Time Management: Efficiently manages individual workload to meet service level agreements.
• Customer Service: Provides exceptional support to ensure high levels of customer satisfaction.
• Technical Proficiency: Utilizes customer support software and tools proficiently.
• Team Collaboration: Works cohesively within the team and coordinates with other related teams.
• Decision Making: Makes informed decisions based on standard guidelines with minimal supervision.
• Attention to Detail: Maintains accuracy in handling customer information and documentation.
• Procedural Compliance: Adheres to standardized procedures and practices consistently.
• Conflict Resolution: Manages and resolves straightforward customer disputes effectively.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR).

All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce.

The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee).

Woodward is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, protected veteran status, or any other category protected under federal, state, or local laws.

What does it mean to be part of Woodward? It means contributing to what matters most in your career, in your community and around the world. It means being a part of rewarding experiences, where innovation, collaboration and problem-solving are at the heart of what we do.

Woodward is the global leader in the design, manufacturing, and service of energy conversion and control solutions for the aerospace and industrial equipment markets. Together with our customers, we are enabling the path to a cleaner, decarbonized world. Our innovative fluid, combustion, electrical, propulsion and motion control systems perform in some of the world’s harshest environments.

At Woodward we have created a culture that appreciates and values the contributions of every member. We are a global team of curious, innovative problem-solvers who commit our knowledge, resources and technical expertise to the challenges associated with reducing emissions, enabling alternative energy sources and increasing efficiency, always innovating for a better future.

Woodward is working with our customers to solve some of the world’s biggest energy challenges. This important work needs more than just the brightest technical minds. It requires talented and committed manufacturing professionals, accountants, supply chain managers, human resources experts, information technology specialists and many more. We are looking for dedicated people who want to learn and grow in a supportive environment that fosters collaboration, innovation and inclusion.