Customer Solutions Specialist at Fellowes Brands in Mesa, Arizona

Job Description:

Description

Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed.

We are proud to be recognized:

• Recognized among America's Best Midsize Employers by Forbes in 2021 and 2022
• Recognized as one of Chicago's Best & Brightest Companies to Work For in 2022
• Recognized as a Chicago Tribune Top Workplace 2022 and 2023

The Role

As the Customer Solution Specialist, you will serve as the primary contact for our customers, ensuring exceptional support and satisfaction. You will leverage your product knowledge and technical expertise to address inquiries, resolve issues, and cultivate positive relationships.

We currently operate in-office Monday-Thursday, with an optional remote day on Friday.

In This Role, You will…

• Serve as the main contact for customer inquiries within an assigned regional territory, providing support via phone and e-mail.
• Proactively address customer concerns, troubleshoot issues, and escalate complex cases to appropriate teams while ensuring a positive customer experience.
• Use product knowledge and technical expertise to identify the root cause of customer issues and select the best resolution method. Provide customers with clear instructions on proper product usage and care.
• Assess customer technical needs and preferences to suggest potential products.
• Utilize Salesforce CRM to manage, document and track customer cases, ensuring accurate and complete case records.
• Serve as a liaison between internal teams (sales, warehouse, sourcing) and external customers.
• Support the order entry team by resolving order hold issues such as pricing discrepancies.
• Process warranty claims and manage product replacement requests.
• Review return requests and complete return material authorizations (RMAs).
  • Initiate process for quality investigation requests due to customer concerns.
  • Work with applicable departments and gather appropriate information.
• Handle order escalations for backordered parts.
• Provide pricing as requested and work with sales to create special pricing agreements (SPAs).
• Process sample requests per internal guidelines.
• Update orders within NetSuite as requested by the customer. Including pricing, delivery date and shipping changes.
• Supply customers with shipping and tracking information.
• Submit claims to carriers for lost or damaged shipments.
• Responsible for ownership of key performance indicators (KPI's) - understanding, tracking and monitoring your performance against them.

What You Bring to the Team

• Ability to work independently and manage workload queue by prioritizing tasks to ensure timely and accurate completion. Must proactively follow up on outstanding items and escalate issues to the Supervisor when necessary.
• Must be able to communicate and interface with internal teams and external partners effectively via phone, e-mail or face-to-face as required.
• The ability to sense and respond to the spoken and unspoken needs of customers.
• Ability to quickly learn company's product line and various policies: Freight, Warranty and Return.

• Ability to maintain a high level of professionalism in tense situations.
• Must be able to work well on a team as well as autonomously within this role.

• Exceptional attention to detail, organization, time management, and follow-through skills are a must.
• Computer Skills: Intermediate knowledge and use of NetSuite, Salesforce, Microsoft Outlook, Microsoft Work, and Microsoft Excel.
• Experience in Salesforce CRM support cloud preferred.

Fellowes Brands - A Family Business Since 1917
For over a century, Fellowes has been committed to positively impacting people through our culture, relationships and solutions. We have evolved toward relevance with each decade and generation, responding to a constantly changing world. Today, we are on an ambitious journey to grow our influence and impact in enhancing and maximizing work experiences worldwide. We are a Brand on the Move and remain committed to finding new ways to help people work better and feel better.

Visit our Careers Site: www.fellowesbrands.com/us/en/careers/Pages/overview.aspx

Equal Employment Opportunity/M/F/disability/protected veteran status

Fellowes, Inc. does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Fellowes' property, and Fellowes will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.

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