Customer Care Specialist II

We know touch - it's our only business. In fact, we invented the touchscreen over 40 years ago and haven't stopped since. Every 21 seconds, a new Elo touch screen is installed somewhere in the world. We obsess over details to exceed the highest quality standards. We don’t just sell things. We offer solutions to tomorrow’s challenges.

The Customer Care Specialist II is responsible for providing high levels of service and support to assigned customer accounts by managing orders, handling returns, and delivering long-term project support. This position will be working directly with the Customer Success Organization, Operations, Product Management, Channel and Sales teams to deliver world-class customer experience. The Customer Care Specialist II handles front line customer communications while acting as the internal voice of the customer escalating and resolving their concerns. This individual must demonstrate a sense of urgency and helpful demeanor with both internal and external customers.

Job Responsibilities:

• Manage onboarding of customer accounts while building trust, managing relationships and providing high levels of customer satisfaction.
• Actively manage customer order backlogs, quote validation, and lead times
• Assist with returns and support the RMA team by initiating return goods, providing status updates and technical support, and submitting credit requests.
• Coordinate with functional departments such as Sales, Channel, and Operations to ensure smooth order management and on-time deliverables
• Proactively manage ATP, FIFO priorities, and customer shipment holds in the system
• Assist the Demand Planning team with order scheduling and quote to order planning
• Facilitate customer surveys and questionnaires to evaluate customer care processes and procedures for continuous improvement
• Provide accurate customer status updates and inventory availability on a regular and ad hoc basis- including large project order confirmation tracking
• Troubleshoot issues that may cause customer order delays
• Assist with order escalations and OTD including prioritizing schedules, allocations, dropships, and expedited freight requests
• Maintain or exceed customer care metrics and data and develop best practices including customer satisfaction and net promoter score
• Perform daily order accuracy and netting analysis of all new sales orders received
• Support upselling and lead generations with new and existing customers
• Support Lifecycle Management planning by proactively announcing updates and product transitions to help facilitate a smooth transition for customers
• Manage new client systems
• Other reasonable directives, responsibilities and activities may change or be assigned at any time with or without notice.

Minimum Qualifications:

• At least 3 years of prior experience with at least 1 year in customer facing role
• Experience with ERP systems (SAP, Oracle, JDE, MS Dynamics), Salesforce or CRM software

Preferred Qualifications:

• Bachelor’s degree
• Experience participating in continuous improvement projects that lead to increased customer satisfaction
• SAP experience, specifically the (SD) Sales & Distribution, (MM) Materials Management, or (FI) Financial Accounting Modules
• Experience using CRM tools such as Zendesk
• Bilingual (Spanish, Portuguese or Mandarin Chinese)

Specific Professional Skills / Competencies:

• Ability to make decisions that directly impact customers independently
• Ability to adapt and thrive in a fast-paced and changing environment
• Ability to gather and analyze relevant data to drive decision making
• Aptitude to quickly understand business models and metrics
• Passionate about delivering world-class customer care
• Effective written and verbal communication skills
• Expectational customer follow-up skills
• Strong attention to detail and organization skills
• Proficient with standard corporate productivity tools (email, voicemail, MS Office)

Physical Demands:

• Office work, primarily on phone and PC
• Ability to lift up to OSHA single person lift requirements
• Ability to sit, stand, bend, or walk for prolonged periods of time
• Must be able to work a standard full-time schedule.
• Must be able to work a hybrid schedule in the Knoxville office.