Senior Customer Sevice Representative

Job description

Essential Duties and Responsibilities 1. Provide world-class customer care to both internal and external customers. 2. Engage in regional customer support activities including accurate entry of orders, quotes and RMA's, and creation and maintenance of special specifications. 3. Communicate to customers and reps on deliverables, service bulletins, and/or resolving of additional customer service issues on an independent basis. 4. Provide leadership, guidance, and mentoring to CSRs and others in S&CS, including, upon completing and passing the certification, training in the complete set of courses in the CSR certification tract. 5. Attend and provide on-site support for customer visits, seminars, and training. Actively take a lead role and ownership of interactive seminars. 6. Use independent analysis, judgment skills, prior experience, and thorough understanding of company policies and procedures to resolve non-standard and in-region problems. 7. Assist the management with reporting and monitoring of regional performance. 8. Initiate process improvement suggestions and lead in implementation. 9. Model, teach, and apply SEL Values, Principles of Operation, and World-Class Manufacturing principles. 10. Understand. Create. Simplify. 11. Other duties as assigned (may include office administration and other support duties dependent on region/department). Required Qualifications Customer service experience Associate's degree or related business experience Demonstrable experience mentoring and guiding others Proven subject matter expert in customer service processes and responsibilities Excellent computer skills Proven ability to learn concepts and technical details of products Willing to travel up to 10%. Excellent writing, proofreading, documentation, and communication skills Ability to learn new skills and assume new responsibilities Ability to work cooperatively in a team environment Background check results satisfactory to SEL Preferred Qualifications ERP or CRM tools experience Experience in technical sales environment Bilingual Bachelor's degree Physical Requirements None