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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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