Customer Service Representative

Change the future with us!

We are looking for dedicated and talented professionals who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re-inventing the future of work. Join us and let us focus together on what’s truly important: making lives better with new ideas and the latest technology around the world. Included in the scope of this role:

• Providing superior customer experience with each customer contact/inquiry via phone, e-mail and online chat
• Providing long-term resolutions to our customers, often through creative problem solving and collaboration across various functions throughout Siemens.
• Managing incoming Salesforce mailboxes/queues and providing timely, professional responses.
• Executing SAP daily transactions which include orders, returns, credits, specials, , debits, and quotes.
• Possessing team-centric and customer-centric attitude

Key Responsibilities:

• Ability to prioritize the daily workload of internal & external customer inquiries, including recognizing urgency and acting accordingly.
• This includes constant collaboration with Sales organization.
• Execution of all transactions with accuracy and speed as per KPI definitions and requirements
• Manage urgent orders and back-order report
• Provide user support on Siemens online catalog and ordering platform.
• Monitor and Expedite Orders
• Support the personalized service model by building relationship with assigned zones, territory managers and customer base.
• Research issues and questions using available information and resources, while able to work cross-functionally for sake of process improvement and problem resolution.
• Identify, redirect and/or escalate problems to appropriate resources per customer support procedures
• Detailed and precise logging of all cases [calls, emails, chats], utilizing the CRM tool
• Including but not limited to customer contact information, support provided, product detail, and resolution.
• Work with 3rd party suppliers on order execution, returns, customer inquiries, product selection and timely order status resolution.
• Monitor and support On-Line Real Time Chat requests.
• Ability to support ad-hoc customer support-related tasks not listed above.

Education, Knowledge, Skills, and Abilities:

• Associates degree in related discipline is preferred
• 2+ years of practical Customer Support experience
• Strong verbal and written communication skills: fluent English required both verbal and written
• SAP experience strongly desired
• Salesforce experience strongly desired
• Working knowledge of Microsoft Office
• High level of accuracy and attention to detail
• Demonstrated ability to address customer inquiries/escalations
• Demonstrated logical reasoning, situational and time management while presenting a positive attitude with customers and co-workers.
• High Level of professionalism and excellent customer service skills.
• Must be a self-starter and work independently of immediate supervision.

Equal Employment Opportunity Statement

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.