Customer Support Representative III

Woodward HRT/MPC; Niles (IL); On-site; USD 54,000 - 86,000; Full time

Benefits offered by this job

401(k) match

Stock contribution

Tuition reimbursement

Health insurance

Paid holidays

Parental leave

Flexible spending

Job summary

Woodward is seeking a customer support professional in Illinois to resolve complex inquiries, mentor teammates, and drive process improvements in a fast-paced environment. The role emphasizes data-driven decisions, cross-functional collaboration, and a commitment to quality service.

The organization offers a comprehensive Total Rewards package, including bonuses, 401(k) match, stock contribution, tuition reimbursement, and generous leave policies, with ITAR/EAR compliance requirements for U.S.

Qualifications

• 5+ years' experience in relevant field preferred.
• Manufacturing experience preferred.
• Stakeholder management experience preferred.

Responsibilities

• Resolve intricate customer inquiries with data analysis and advanced procedures.
• Mentor less experienced team members to improve performance.
• Identify and implement process improvements for efficiency and quality.
• Collaborate with other departments to address multifaceted customer concerns.
• Analyze customer feedback to identify trends and inform service enhancements.

Skills

Customer support

Complex problem-solving

Data analysis

Cross-functional collaboration

Mentorship

Time management

Adaptability

Communication skills

Job description

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.

Estimated annual base pay: $25.96(minimum) - $33.65(midpoint) - $41.35(maximum) Plus overtime

• 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

Key Responsibilities:

• Complex Issue Resolution: Resolves intricate customer inquiries by analyzing data and applying advanced support procedures to ensure effective solutions.
• Mentorship and Support: Acts as an informal resource, providing guidance and training to less experienced team members to enhance their performance.
• Process Improvement: Identifies and implements modifications to support processes, improving efficiency and the overall quality of customer service.
• Cross Department Collaboration: Proficiently Partners with other departments to integrate support efforts and address multifaceted customer concerns seamlessly.
• Customer Feedback Analysis: Evaluates customer feedback and interprets data to identify key trends and supports the development of actionable strategies for service enhancements.

Key Skills:

• Advanced Communication: Effectively conveys detailed and complex information to team members and customers.
• Complex Problem-Solving: Identifies and resolves atypical customer issues using experience and established procedures.
• Customer Support Software Proficiency: Demonstrates expertise in utilizing customer support platforms and systems.
• Data Analysis: Analyzes partial or conflicting data to identify key issues and patterns.
• Team Collaboration: Works seamlessly with other teams to achieve collective objectives.
• Process Improvement: Modifies and optimizes work practices to enhance efficiency and effectiveness.
• Mentorship: Acts as an informal resource and mentor for less experienced colleagues.
• Independent Time Management: Manages tasks autonomously to ensure timely resolution of customer inquiries.
• Adaptability in Dynamic Environments: Thrives in fast paced settings and adjusts strategies to meet changing customer needs.
• Critical Thinking: Applies a broad perspective to identify novel solutions to customer challenges.

Successful Candidates Typically Have:

• 5+ years' experience in relevant field preferred
• Manufacturing experience preferred
• Stakeholder management experience preferred

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.