What are the responsibilities and job description for the Customer Support Regional Specialist position at Munters Corporation (MUS)?
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 water resources, 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 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.
- Regional Focus:
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.
- Collaboration:
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.
- Documentation and Reporting:
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.
- Continuous Improvement:
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.
- 3 – 5 years of experience in customer support, preferably in a regional or specialized role.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and high attention to detail.
- Experience with CRM software and customer service tools.
- Ability to work independently and as part of a team.
- Cultural sensitivity and experience working with diverse customer bases.
- Proficiency in Data Networking Management is a plus.
- Ability to travel required up to 50%
Preferred Skills & Education:
- Bachelor’s degree in electrical engineering, computer science, or a related field, or equivalent experience.
- Experience in the farming/agricultural industry.
- Knowledge of regional market trends and customer behavior.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Proficiency in Spanish language is a plus.
- This position requires up to 50% travel within the Midwest US region.
- Flexible working hours may be necessary to accommodate different time zones.
- While this role is primarily sedentary, it does require occasional physical work, including, but not limited to; standing for long periods of time, climbing stairs, climbing ladders, walking, squatting, kneeling, overhead reaching, and bending, in a farm/agricultural setting.
Benefits:
- Competitive salary
- Comprehensive health, dental, and vision insurance plans.
- Flexible work schedule
- Generous vacation and paid time off.
- 401(k) retirement savings plan with employer matching.
- Professional development opportunities, including tuition reimbursement and conference attendance.
- Company-sponsored social events and team-building activities.
- State-of-the-art equipment and tools to support your work.
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.
