Customer Support Specialist- Jasper, IN - Jasper, IN

Kimball International; Jasper (IN); On-site; USD 42,000 - 64,000; Full time

Job summary

Kimball International in Jasper, IN seeks a Customer Support Specialist to serve as the primary contact for territory customers, dealers, and field sales, developing relationships and ensuring customer satisfaction.

You will collaborate with Field Sales, utilize Salesforce.com, SAP, and Outlook to manage orders, cases, and customer requirements, and travel as needed to strengthen client relationships and deliver timely resolutions.

Qualifications

• Problem solving: analyze information, root cause, and find effective solutions.
• Strong communication across the organization.
• Empathy, patience, and customer-focus.

Responsibilities

• Communicate with territory customers and dealers via phone and email.
• Own customer issues from first contact to resolution.
• Log activity and maintain SLA metrics in Salesforce.com.
• Process orders effectively (VL10, load planning) and support channel partners.

Skills

Problem solving

Communication

Empathy

Patience

Attention to detail

Initiative

Tools

Salesforce.com

SAP

Outlook

Job description

If you prefer a career that offers different opportunities daily while working with a variety of people, Kimball International would like to talk to you. We are a family-friendly company that values the differences that make each associate unique.

The ideal candidate must be located near our Jasper, IN headquarters and work primarily from this location.

High Level Statement of the Role:

The Customer Support Specialist provides all internal support for a dedicated territory, as the primary point of contact for all territory customers, dealers, and field sales. The Customer Support Specialist is responsible for developing relationships tailored to the specific needs of dealers and customers.

Roles and Responsibilities:

• Team with Field Sales and our supply partners to strengthen relationships with our customers.
  • Handle customer inquires and concerns through various channels like phone and email.
  • Own a customer problem from the first point of contact through resolution.
  • Accountable for all activity with the customer.
  • Treat customer complaints as opportunities to drive loyalty by addressing their needs effectively.
• Utilize SalesForce.com, SAP, and Outlook to manage workload, capture information, and support customer requirements.
• Document and communicate all quality issues in the Quality Notification system.
• Proactively manage and prevent sales disputes. If disputes arise, take immediate action and update comments a minimum of every 2 weeks.
• Provide back-up support for teammates.
• Effectively manage all aspects of orders:
  • Timely order processing
  • VL10 / Load planning updates
• Support the customer by prioritizing and managing workload to accomplish goals.
• Attend / participate in customer dinners, lunches as appropriate.
• Travel as needed to respective territory, further developing customer relationships.
• Effectively manage phone calls and emails:
  • Goals: All activities logged as cases in SalesForce.com
  • Goal: Minimum 80% ACD phone, 12 business hours resolution time, 90% positive survey results

Skills to Perform This Role:

Work / Educational Requirements:

• Problem - solving, analyze information, root cause and find effective solutions.
• Understanding other areas of the business and effectively communicating across the organization.

Interpersonal Skills

• Supportive of teammates
• Positive attitude and approach
• Empathy and Patience
• No complaining, no criticizing, no gossip

Technical Skills

• Proficient user of SAP and Salesforce.com
• Microsoft Office and Outlook
• Embraces technology and change.

Communication Skills

• Strong written and verbal communication

Leadership Skills

• Commitment to Kimball International and our customers
• Delegation skills
• Continuously look for opportunities to improve our processes

Business Skills

• Follow-Up
• Thorough
• Attention to detail
• Initiative
• Creative thinking / negotiation capabilities
• Fully support new and revised initiatives
• Accountable

The ideal candidate must be located near our Jasper, IN headquarters and work primarily from this location.

The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.

Kimball International, Inc. will not sponsor applicants for this position for employment/work visa status (e.g.. H-1B)

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