The Staff Customer Service Representative (Staff CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Staff CSR will be responsible for managing customer orders, product returns, quotations, outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities. This role requires a high-level of accuracy and independence in performing these mentioned tasks, as well as the ability to coach others when it comes to processes. Assignation to a certain customer Tier/account may happen to build customer intimacy and business acumen.

MAIN RESPONSIBILITIES:

• Manage/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities.

• Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.

• Support sales opportunity management cycle for the customers by fulfilling operational requests.

• Provide differentiated operational support through NI’s business model (Tiering) throughout the sales and post-sales cycle.

• Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.

• Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.

• Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat.

• Create and manage customer data records to ensure proper data integrity of our customer records.

• Drive escalation and continuous improvement for Customer Operations organization.

• Active participation in the revenue maximization motions especially during the end of quarter (EOQ).

• Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the company direction by involving cross-functional members.

• Manage post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.

• Maintain an excellent record of accuracy and independence especially for the quote and order management tasks.

• Coach other team members when needed, to ensure the good practices are well-circulated within the team.

PERFORMANCE OBJECTIVES

• Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs) especially on the SLA, quality of work, and daily productivity standard.

• Portray a high level of independence when performing operational tasks and having the ability to coach others to success.

• Partner with various teams and functions to deliver an effortless experience for the customers.

• Influence customers during the buying process becoming a trusted advisor to enable our self-service and digital channels.

QUALIFICATIONS AND SKILLS:

• Bachelor’s degree completed, or relevant customer service experience.

• Preferred: Understanding of KCS methodology or other knowledge management methodologies.

• Between 2-3 years of experience in Shared Service Centers, preferably in the Customer Service/Operations field.

• Preferred: Understanding of KCS methodology or other knowledge management methodologies.

• Preferred: Expertise in Account Management and differentiated account treatment strategy.

• Ability to work full-time and able to work overtime as business needs require.

• Advanced English language level - reading, writing, and verbal communication skills (high level of proficiency in other languages may be required according to the business need).

• Excellent customer-facing communication skills especially when communicating to the customers regarding their product orders, service, or other general inquiries.

• Proficient in computer usage and a variety of basic skills.

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

• Effective time management skills and a self-starter attitude.

• Ability to take ownership of customer needs and demonstrate initiative and decision-making.

• Demonstrates aptitude for learning new business applications and enterprise software.

• Demonstrates aptitude for and interest in learning/improving processes.

• Oracle and SFDC application experience is a plus.