The Account Operations Representative will be part of our Shared Services Centers across the globe, providing services & support to our customers. Account Operations team provides a streamlined, ‘primary point of contact’ style engagement path for Sales and our High Potential Customers with the aim to achieve seamless customer experience, increase sales productivity and enable growth. The AO CSRs partner with the AOMs and are responsible for the transactional activities related to the covered accounts throughout the quote to cash process and post delivery.

KEY RESPONSIBILITIES:

• Ensure customer satisfaction and provide professional customer support by understanding variety of NI departments, processes, and applications

• Engage both in pre-sales and post-sales activites

• Intake and process customer inputs (POs/calls or RFQ) from multiple sales channels with consistent speed and accuracy using Oracle system, Outlook, and other internal business applications.

• Accurate customer purchase order process by keeping SLAs

• Adhere to a determined work schedule to assure proper coverage based on business needs and according to daily workload distribution.

• Help knowledge workers develop their KCS competencies and provide ongoing feedback to knowledge workers and management about organizational KCS skill development.

• • Deliver clear objectives and results aligned with our Operational organizational priorities while tracking progress

• • Acts as an advisor when addressing roadblocks or opportunities to expedite a customer effortless experience

• Drives tasks and activities with a good understanding of NI Products: Systems, Platforms, Services, applications

• Takes ownership of responding and resolving the internal and external customer escalations (standard and non-standard)

• Proactively escalate issues to management and/or partner with other departments when necessary to ensure end to end resolution of  customer requests (where applicable)

• Accurately captures their experience and capitalizes on the collective standard procedures within Standard Operating Guidelines to ensure services and/or products are delivered consistently every time.

• Demonstrate customer focus mindset while handling day to day activities by effectively resolving them in a timely manner.

• Engage in mentorship and training initiatives to support onboarding and continuing education of peers

SUPERVISION

Normally receives little instruction on daily work, general instructions on newly introduced assignments.

QUALIFICATIONS AND SKILLS:

• Bachelor’s Degree

• Typically requires a minimum of 2 - 4 years of related experience.

• Fluent English required and other local language officially supported by NI is preferred

• Experience in providing outstanding customer service

• Possess the ability to build and preserve relationships both internally and externally

• Strong communication skills including the ability to deliver crisp, concise verbal and written update

• Possess an analytical, problem solving mindset

• Strong multi-tasking skills

• Effective time Management skills and a self-starter attitude

• Demonstrates aptitude for and interest in learning and improving processes

• Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed