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Customer Service III SAP Super User

Location : Charlotte, NC
Job Type : Direct
Reference Code : TM
Hours : Full Time
Travel : No
Relocation : No
Industry : Manufacturing

Job Description :

·      Assist the Manager in leading the department, participate in leadership team meetings and

·      Ensure expectations or job functions that support goals are maintained and followed

·      Provide expert technical support to customers and sales force

·      Function as the Knowledge Coordinator for departmental resources & E-catalog expert user

·      Serve as product expert (order entry, quoting, calls, order issues, backorders, escalations

·      Manage customer expectations, lead-times and product offering

·      Act as a liaison with outside sales department

·      Maintain an expert understanding of JW products, services and operations to better assist the needs of the customer & company

·      Serve as department liaison between staff and management for escalated and difficult customer situations

·      Ensure the department is operating and adhering to JW policies & procedures by supervising/assisting in work activity of all Customer Support team members

·      Assist with departmental process improvements and advise on areas that do not meet customer expectations

·      Serve as product expert for developing and assisting manager with coordination of training

·      Assist and multi-task in a fast-paced call center setting with constantly changing demands

Required Qualifications :

·      Bachelor degree from an accredited institution required (years of experience will be considered)

·      3 – 5 years related experience and/or training

·      Intermediate to expert level skill in Microsoft Office applications

·      Leadership capabilities and/or handling escalated customer service situations

·      Ability to manage escalations and resolve problems in a timely manner

·      Passionate about providing the exceptional customer experience

·      Ability to quickly learn new software, systems or processes

·      Proven ability to train others on systems and/or processes

·      Strong communication skills (verbal and written)

·      Supervisory experience a plus

·      Solid SAP experience required

·      3 - 4 years Customer Service experience with demonstrated knowledge of JW products or systems preferred

·      Some travel may be required (25%)

Salary range for role (42,000 - 49,000)



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