General Propose

To provide customer service assistance to a specific territorial region.

Essential Functions

• Determine cause and resolution of warranty issues.
• Handle inquiries regarding Geiger processes (i.e., how to place an order, address and contact information, etc.); assist with requests for Geiger samples and literature.
• Handle inquiries regarding Geiger products (i.e., pricing, specification, lead time, customer's own material information, etc.)
• Monitor small projects from order through delivery, resolving all inquiries and/or issues; coordinate site deliveries.
• Process service authorizations and invoices, determining responsible party for internal charges.
• Provide installation guidance and assistance.
• Provide order status; assist with requests to expedite, delay, change or cancel the production of orders.
• Work with Logistics and/or Manufacturing to fulfill Quick Ship Orders; coordinate special shipping when applicable.
• Performs additional responsibilities as requested to achieve business objectives.

Qualifications

• Bachelor's degree in business preferred, or equivalent years of experience.
• 4 years experience in a customer service professional, sales, or a direct commercial customer contact position that involves extensive multimedia (phone, email, web-based) contact; manufacturing or service industry preferred.
• Expert knowledge on products, processes, services, and technologies to support customer needs and project requirements;
• Excellent account, workload, and time management skills and ability to work additional hours including weekends and travel.
• Demonstrated experience in working with manufacturing business systems and technology with the ability to quickly adapt to new software.
• Established communication skills: professional verbal and written, negotiation, listening, empathy, conflict resolution and professional presentation skills.
• Demonstrated ability creating, negotiating and implementing alternative solutions to a request or problem.
• Ability to positively adapt to and embrace change as demonstrated through learning and applying new skills, procedures or polices and integrating them effectively with existing knowledge and practices.
• Proven ability to develop and maintain positive working relationships in a demanding work environment with co-workers, supervisors, and customers.
• Demonstrated ability to effectively use office automation software/communication tools currently being used in the HMI/Geiger office environment.
• Must be able to perform all essential functions of the position with or without accommodations.

*Note: Internal position title is Customer Care Key Accounts.