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**Essential Job Functions / Responsibilities:**Job Function**DutiesOrder Execution- Be the focal point of contact for Customer Care Team for order escalation- Daily follow Up, Expedite and Escalate orders that are not on schedule to customer promise date- Consistent and frequent review of holds with Customer Care and release holds accordingly- Ensure Order Acknowledgments are sent on timely manner- Proactively management of order backlog- Assist in meeting POR (President s Operating Report) Commitment- Work closely with Customer Care Manager on order expediteResolutions- First escalation point for Resolutions Team- Assist in escalating critical Support Requests- Prioritization on critical RMA’s, Warranty Orders- Supervise entry of change order and ensure RMA (Return Material Authorization) process is consistently executed- Work closely with Rapid Response and Quality teams to ensure tasks are reviewed and executedCommunication- Be the primary point of contact for customer escalations- Respond to all customer inquiries within 24 hours- Conduct weekly calls with Customers to ensure orders are being executed to the customer request date- Respond to customer and sales office when discrepancies exist- Clear communication internally and externallyPeople Management- Direct, motivate, and manage the Center of Excellence (COE) team to provide best in support in MRO (Maintenance, Repair & Operation) and Resolutions and achieve KPIs (Key Performance Indicators) and business targets- Uses effective management and communication tools to create a positive working environment within the CoECustomer Care Responsibilities- All other responsibilities as per Customer Care SpecialistsFTEC JD ISV Customer Care Specialist.docx**Professional Degree Requirements**:- Bachelor’s Degree in business related field**Experience Requirements**:- 4+ years of experience engineering, purchasing customer care resolutions and/or customer service**Technical Knowledge Requirements**:- Effectively work across company depar tments in order to produce quick results to a customer- Self-starting and ability to motivate a team; people and results oriented- Ability to multi-task and manage competing priorities- Proven track record of achieving results in a matrixed organization**Traits & Skills**:- Experience with Oracle strongly preferred- Proficient computer skills including excel- Excellent communication skills, both oral and written, including using tact and good judgment when dealing with others- Strong customer focus, excellent communication skills**Job Competencies**:- Ensures Accountability- Managing and Measuring Work- Builds Effective Teams- Drives for Results- Communicates Effectively
