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ESAB
Denton, Texas, USA; Denton Office
Source: ESAB careers · View original posting
From ESAB's posting. “We” and “our” refer to the employer.
Founded in 1904, ESAB Corporation is a premier narrowly diversified global leader in connected fabrication technology and gas control solutions. Our rich history of innovative products, workflow solutions, and business system, ESAB Business Excellence, enables our purpose of Shaping the World We Imagine™. We’re looking to hire a talented Customer Care Associate based in Denton, TX.
Reporting to the Customer Supervisor, the Customer Care Associate is responsible for maintain long-term, trusting relationships with our customers by offering end-to-end customer support. The CCA ensures proper follow up and follow through for successful resolution of customer inquiries to deliver excellent customer experience for ESAB’s internal and external customers.
Primary Duties
Maintains strong and positive relationships with existing customers through effective problem resolution and efficient service delivery.
Serve as a single point of contact for key accounts; update job knowledge by participating in trainings and maintaining professional relationships with the Sales group and other internal departments.
Keep record of customer interactions, customer issues, expedites, escalations and call logs through the CRM system MS Dynamics and work within SAP to process orders, look up inventory, account information and other account management related tasks
Resolve problems by identifying the customer's concerns/request; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Go the extra mile to engage customers and gather accurate information.
Analyze ongoing reports to support the team’s KPIs while proactively resolving issues.
Accepts ownership of individual results and meeting call center call quality metrics.
Maintains in-depth working knowledge of systems and processes. Provides timely feedback to Customer Care Management Team regarding issues being escalated, service failures or customer concerns
Ensure all processes in the department comply with ISO 9001 standards or policies
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