Job Description

**Position Overview** The customer service representative will maintain long-term, trusting relationships with our customers by offering end to end customer support. The CSR ensures proper follow up and follow through for successful resolution of customer inquiries to deliver an excellent customer experience for ESAB's internal and external customers.

**Duties & Responsibilities**

Maintain strong and positive relationships with existing customers through effective problem resolution and efficient service delivery

Serve as single point of contact for key accounts; update job knowledge by participating in trainings, and maintaining professional relationships with the Sales group and other internal departments

Acts as liaison between the customer, sales, and ESAB

Focus on delighting the customer through effective customer service by investigating, analyzing, and resolving outstanding issues to achieve customer satisfaction

Demonstrate strong problem-solving skills to quickly identify issues and implement solutions

Ability to handle difficult or unexpected situations

Gather and analyze customer information skillfully

Ability to manage multiple projects at a time while paying strict attention to detail

Receive and maintain high volume of incoming calls and while delivering excellent customer care Demonstrates attentiveness, responsiveness and a sense of urgency when dealing with customers

Responds to internal/external inquiries regarding order status, quotes, expedites, deliveries, returns, product and warranties, supports accounts end to end

Keep record of customer interactions, customer issues, expedites, escalations and call logs through the CRM system MS Dynamics and work within SAP to process orders, look up inventory, account information and other account management related tasks

Resolve problems by identifying the customer's concerns/request; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Go the extra mile to engage customers and gather accurate information

Analyze ongoing reports to support the team's KPIs while proactively resolving issues

Accepts ownership of individual results and meeting call center call quality metrics

Maintains in-depth working knowledge of systems and processes

Provides timely feedback to Customer Care Management Team regarding issues being escalated, service failures or customer concerns

Ensure all processes in department comply with ISO 9001 standards or policies

**Qualifications**

**Language Capabilities** Fluent in English

**Education Requirements** Bachelor's Degree in Business Administration preferred High school diploma or equivalent required

**Technical Requirements** Demonstrate phone handling skills/Inbound & Outbound call completion Demonstrates responsiveness and sense of urgency when dealing with customers Must be able to work assigned shift (M-F between 7:00am to 6:00pm) Basic understanding of mathematical concepts related to customer inventory, pricing, and credits Preferred experience using SAP & CRM systems Experience with Cisco phone systems is a plus

**Experience Requirements** 5 years of Customer Service experience

**Mobility & Travel Requirements** None

*The ESAB Group Inc. is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.*

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