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Customer Support Specialist - Bilingual

Plano, Texas, United States

We empower smarter business operations by connecting equipment, software, and services to protect, control and optimize assets within electrical infrastructures. The business provides customers, across various industries, with end-to-end product and service solutions ensuring the reliability and protection of their electrical infrastructure. We provide the latest industry insights and technology to develop solutions needed to meet customers evolving challenges, including innovative critical power solutions designed for high reliability and performance. Our culture is one of quality and operational excellence fueled and supported by talented people, tools and processes, and expertise. 

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Job Overview

In this role, you will provide internal and external customer support with ITO and after-sales support (e.g. basic technical, trouble calls, order assistance, payment-related assistance) and coordinate with relevant resources to increase customer satisfaction.  In addition, you will manage cases required in SFDC and ERP system SAP.

This role reports to the Customer Service Leader and is based in Plano, Texas. 

Responsibilities  

As the Customer Support Specialist, you will: 

  • Provide outstanding service and representation to external and internal customers through accurate order entry and call handling with superior, professional communications.
  • Ensure the resolution of customer issues (e.g. order entry, technical, payment) by coordinating with Operations, Technical members, Sourcing, Manufacturing and other internal and/or external teams. Coordinates resolution of After-Sales Service and/or Spare Parts Teams, or trouble calls.
  • Coordinate appropriate solutions for customer requests, and coordinate with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place.
  • May conduct quotation/proposal follow-up with customers and update SalesForceDotCom (SFDC).
  • Proactively inform customers about purchase order status, repair & return, advanced warranty, technical follow-up, spare parts and/or clarify any questions ensuring a positive customer experience throughout the entire process.
  • Ensure accuracy of documentation including return material requests, shipping, invoicing, and finance systems.
  • Process the return of goods from customers. Track the repair when necessary.
  • Participate in departmental training programs.

 ELIGIBILTY REQUIREMENTS: Power Conversion only employ those who are legally authorized to work in the United States for this opening. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

 Basic Qualifications:

  • High School Diploma/GED equivalent and 2 years of experience in order fulfillment/order management and
  • 2 years of experience using SAP or similarly large and complex ERP system to drive results.
  • Bilingual in both Spanish and English – Fluent in both verbal and written language

Desired Characteristics

  • Strong oral and written communication skills
  • Strong interpersonal skills
  • Ability to work with cross-functional teams to help build effective processes.
  • Results oriented; ability to deliver on commitments and follow through with results.  
  • Strong problem-solving skills with continuous improvement mindset
  • Ability to multitask with a strong sense of priority.
  • Ability to work independently and a strong team player.
  • Able to effectively interface with all levels of internal and external customers.
  • Demonstrated proficiency with Microsoft office applications.
  • Proficiency with lean or process improvement methodology

Revision 1: 11/14

We are an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace.

All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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