• Global Support Coordinator

    Job Locations US-NY-New York
    Job ID
    2018-2308
    Category
    Administration
  • Company Overview

    Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years

    Overview

    Global Sales will delegate service activities to the Global Support Coordinator (GCC) while remaining the main contact for the customer.

     

    The GCC will demonstrate strong organizational, communication, and customer service skills. The GCC will assure the Global Sales Team and the customer is addressed in the best, most professional manner. The GCC will handle requests, as described in the essential functions area, to ensure all needs are resolved both promptly and thoroughly.

     

    The GCC will remain current on all product knowledge including but not limited to configurations, functions, and warranty resolutions.   The GCC will maintain expected service level agreements for all processes as outlined in Humanscale’s training modules, policies and procedures, and sales programs.

    Responsibilities

    Order Processing

    • New order entry
    • Exception order processing

    Services to drive future business

    • Customer Service
      • Assist customers via email, telephone, chat, and in person
      • Listen, clarify, develop and clearly express ideas both verbally and in writing
      • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document interactions
      • Demonstrate strong ownership of issues that come through email, telephone, and in person
      • Ensure that all customers feel they are a priority
      • Identify, analyze, and solve problems
      • Be resourceful and take initiative in suggesting and executing various solutions for resolution
      • Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both the customer and the company
      • Easily adjust to new and changing situations and business needs
      • Incorporate best practices to ensure efficiency across the department
      • Perform with a high level of accuracy and productivity without sacrificing quality
      • Manage time, workflow, and priorities to accomplish goals
      • Adhere to and have complete understanding for all company policies and procedures
      • Develop positive working relationships with team members at every level within the organization to foster teamwork.
      • Cooperate with team members at every level of the organization to achieve company goals
    • Field Technician
      • Schedule Appointments
      • Document Field Technician activities
    • Process account maintenance requests
      • Address backorder issues
      • Delivery concerns
      • Order changes
      • Warranty work
    • Perform various duties as deemed appropriate by the Global Sales Team
      • Respond to customer requests and complaints
      • Provide education to the customer
      • Generate quotes
      • Configure product
      • Monitor customer accounts and report creation
      • Manage correspondence between the Global Sales Team and the customer
      • Schedule Global Sales appointments
      • Prepare presentations
      • Updating customer information into Humanscale software (such as CRM)
    • General support
      • Greet visitors
      • Office Cleanliness – assist in keeping the office organized and clean
      • Prepare and update sales reports

    Qualifications

    • A strong desire to contribute to the team effort is mandatory
    • Friendly disposition
    • Excellent attention to detail
    • Outstanding work ethic
    • Works well with others
    • Proficient with Microsoft Office Software – specifically, Outlook, Excel, Word, and Power Point
    • Highly developed sense of integrity and commitment to customer satisfaction
    • Strong decision making and analytical ability
    • Willingness to work a flexible schedule and occasional overtime when needed
    • Knowledge of customer service principles and practices
    • Candidate will have 2 years Administrative and/or Customer Service experience
    • High school diploma or equivalent.

     

    WHAT WE OFFER:

     

    • Medical and dental benefits
    • 401k matching
    • Paid time off (including 15 PTO days and 9 holidays)

     

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