What are the responsibilities and job description for the Customer Support Regional Specialist position at Munters?
Company : Munters
About Us : Munters is a global leader in climate solutions for mission-critical processes. We offer innovative, efficient and sustainable solutions for customers in industries where controlling indoor humidity, temperature and energy efficiency is mission-critical. Climate control systems often account for a large percentage of the energy consumption in many of our customers'operations. With an optimal climate system, we can help them to more efficiently use energy or waterresources, and thereby reduce their climate and environmental impact. Sustainability is an important part of Munters' business strategy and value creation.We pride ourselves on fostering a dynamic and inclusive work environment where interns are valued members of the team and are given meaningful projects to work on.
We are looking for a Customer Support Regional Specialist to support our controls division in the Business Area, FoodTech. This role will be responsible for delivering exceptional customer service to clients within a designated region. This position entails responding to customer inquiries, resolving issues, and collaborating closely with other departments and headquarters to ensure customer satisfaction.
The Specialist will also conduct analysis of regional customer service trends, provide recommendations for enhancement, and assist in implementing strategies to improve the customer experience. This is a remote position with travel up to 50% within the designated region to costumer sites and farms.
Key Responsibilities :
- Customer Interaction :
o Handle dealers and customer inquiries via Zendesk CRM as the main tool and, if needed, via phone, email, and chat promptly and professionally.
o Resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, and providing the best solution.
o Follow up with customers to ensure issues are resolved and they are satisfied with the resolution.
o Escalate unresolved issues to higher management or the HQ department as needed.
o Understand the unique needs and challenges of customers in the assigned region.
o Adapt customer support strategies and communication styles to align with regional cultural and linguistic differences.
o Monitor and report on regional customer service metrics and trends.
o Work closely with regional sales, marketing, and technical teams to ensure a cohesive approach to customer service.
o Collaborate with the global customer support team to share best practices and align on company-wide customer support standards.
o Participate in cross-functional meetings to discuss dealers and customer feedback and improvement strategies.
o Maintain accurate records of customer interactions and issue resolutions in the company's CRM system.
o Generate regular reports on regional customer service activities, highlighting key performance indicators (KPIs), challenges, and successes.
o To provide feedback to management on potential improvements to products, services, or customer support processes.
o Stay up-to-date with product knowledge, company policies, and industry trends to provide informed support.
o Identify opportunities to improve customer support processes and contribute to the development of new strategies and tools.
o Participate in ongoing training and development programs to enhance customer service skills and regional expertise.
Qualifications / Requirements :
Preferred Skills & Education :
Working Conditions & Physical Requirements :
Benefits :
Equal Opportunity Employer : We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
All offers are contingent on a pre-employment drug test and background check, as applicable for the position.
