Customer Service
hace 7 meses
Change the future with us
We are looking for dedicated and talented people 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.
At Siemens, we live and foster an ownership culture, in which every employee takes personal responsibility for our company’s success. We are focused on ensuring that zero harm is done to our employees and zero defects are created in our processes. We utilize lean principles and digitalization to continually improve our processes and customers’ experience. We empower our employees to act as owners and trust our managers to self-direct their teams and innovate to succeed. We communicate honestly and drive transparency to learn from our mistakes and celebrate our successes. We recognize individual and team achievements frequently. We invest in our team members, offering a wide variety of internal and external development opportunities.
Position Overview
The Product Selection Specialist supports customers by phonecalls or cases, with price and availability, simple product identification and/or cross-referencing. The individual recognizes when to refer to an appropriate specialist for more advanced technical support and/or problem resolution, and when/how to escalate customer concerns when warranted. This individual utilizes SAP and CRM software, as well as Siemens proprietary support tools to address customer inquiries.
**Responsibilities**:
- The Product Selection Specialist will be responsible for:
- o Trough phone calls and another tools, providing price and availability for multiple products within assigned business segment.
- o Ability to handle a large volume of calls to provide pre-order and post order product support.
- o Servicing internal as well as external customers, industrial and construction distributors, and sales.
- o Understanding and navigating through multiple systems such as: SAP, Salesforce (CRM), Industry Mall, and other Siemens online tools.
- o Utilizing CRM tool to enter, manage, and prioritize case load to attain established service level agreements.
- o Possessing organizational familiarity to transfer customers appropriately throughout other support organizations within Siemens Industry Inc.
- The successful Product Selection Specialist brings more value to each request by:
- Providing solutions to discontinued or obsolete product
- o Looking for alternate solutions when product is not in stock
- o Crossing other manufactures’ part numbers over to Siemens’ part numbers
- o Acting as the level 1 product support for Customer Support
- o Having the ability to quote some modified product in COMPAS (Siemens proprietary quotation and ordering tool)
Required Knowledge, Skills & Abilities
- High Level of professionalism and excellent customer service skills.
- Ability to multitask and handle a high volume of work accurately.
- Excellent verbal, written, and organization skills.
- Desire to grow within the company.
- Ability to work within a team environment.
- Must be a self-starter.
- Ability and desire to learn assigned business segment product line. May need to take internal product training.
- Must be detail oriented.
- Ability to successfully complete required training program.
- Must have organizational knowledge to obtain proper product support.
- Must have the ability to navigate through multiple catalogs and online tools to provide product support.
- Must be able to cross, identify, select, and provide replacement parts.
- Must be able to provide trip curves, drawings, specifications sheets, instruction sheets and similar tools from Siemens’ online tools.
- Aptitude for analytical and problem-solving skills.
Required Education and Experience
- Familiarized with Electrical products
- Advanced English
- 2+ years of practical Customer Support experience and/or some form of experience in the industrial, construction, mechanical, or electrical industries.
- Proficient with Microsoft Suites.
Preferred Knowledge/Skills, Education, and Experience
- Strong knowledge of SAP, CRM systems and Quotation tools.
Siemens is currently operating within a hybrid work model, with approximately half an employee’s time being eligible for working from home or another suitable workplace, as desired.
Equal Employment Opportunity Statement
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