What are the responsibilities and job description for the Customer Care Specialist position at BOBST?
Bobst North America, Inc. distributes Bobst SA's converting equipment for the printing and packaging industry. This role aims to ensure customers have a positive experience by providing timely, effective, and empathetic support. This helps build customer loyalty and satisfaction.
Position Summary:
The Customer Care Specialist (CCS) handles customer requests related to Bobst machinery across North America. As the first point of contact, the CCS provides exceptional support for product and service inquiries. Energetic and self-motivated, the CCS builds customer confidence and enthusiasm. With a strong background in customer service, they are empathetic and understand the urgency of customer needs. The ideal candidate is not only a good and patient listener but also proactive in following up and delivering difficult news when necessary.
Main Responsibilities:
BOBST is one of the world’s leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries. Join our highly qualified staff and together, let’s shape the future of the packaging world.
Position Summary:
The Customer Care Specialist (CCS) handles customer requests related to Bobst machinery across North America. As the first point of contact, the CCS provides exceptional support for product and service inquiries. Energetic and self-motivated, the CCS builds customer confidence and enthusiasm. With a strong background in customer service, they are empathetic and understand the urgency of customer needs. The ideal candidate is not only a good and patient listener but also proactive in following up and delivering difficult news when necessary.
Main Responsibilities:
- Provide World Class Customer Support: Quickly identify customer needs and provide appropriate solutions by leveraging knowledge of the Bobst organization. Elevate unresolved issues to the Customer Care Supervisor.
- Manage Parts Orders/Quotes: Owns parts orders and quotes from inception to completion. Manages new parts order/quote requests requested via telephone, email and customer portal. Upon completion of the order/quote, provides a verbal confirmation to the requesting party, or a confirmation via other means if requested. Escalates parts-related requests to the appropriate individual or department when necessary.
- Technical/Field Service Intervention Requests: Route technical and field service requests to the appropriate teams. Follow up on spare parts repair orders and ensure parts availability.
- General Customer Request Management: Delegate or escalate other requests as needed. Anticipate challenges, respond promptly, and balance customer and company expectations.
- Manage all Requests through Completion: Follow all assigned activities through completion. Ensures that all customer requests are handled with urgency and provides timely and effective solutions.
- Quickly respond to calls, emails, and other communications from internal and external customers.
- Validate and update customer information in SAP and Salesforce.
- Ensure calls are transferred to the appropriate Bobst employee.
- Own customer requests through to completion, including Salesforce cases, parts orders and service requests.
- Enter orders or prepare quotations promptly.
- Communicate daily with team members and other departments to obtain updates on orders and shipments.
- Follow up with customers frequently to provide updates and ensure satisfaction. For machine down cases contact customers daily.
- Process customer’s claims and gather necessary approvals for returns and exchanges.
- Follow the processes and expectations specified in the Customer Care Governance.
- Perform additional tasks and projects as needed to meet company goals.
- Minimum of 2 years Customer Service experience
- Self-starter with proactive approach
- Excellent telephone and email etiquette
- Strong verbal and written communication skills
- Ability to multi-task
- Strong organizational and time management skills
- Results-oriented
- Critical thinking and problem-solving skills
- Proficient computer skills
- Experience in customer service processes, including order processing and returns
- Team player with a positive attitude
- Knowledge of SAP and Salesforce is a plus
- Spanish or French language skills are a plus
BOBST is one of the world’s leading suppliers of equipment and services to packaging and label manufacturers in the folding carton, corrugated board and flexible materials industries. Join our highly qualified staff and together, let’s shape the future of the packaging world.
