The Senior Customer Service Representative (Senior CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Senior CSR is responsible for leading high-impact projects, handling customers’ escalations, processing customer orders and product returns, quotations, handling outbound customer calls to resolve customer queries/issues, pre-sales and post-booking activities, providing order status/follow-up until resolution, and administrative sales support required to deliver a high-quality customer experience. Senior Customer Service Representatives can be allocated to a Tier/Account team to build customer intimacy and business acumen.

MAIN RESPONSIBILITIES

• Manage/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities.

• Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.

• Support sales opportunity management cycle for customers by fulfilling operational requests.

• Provide differentiated operational support through NI’s business model (Tiering) throughout the sales and post-sales cycle.

• Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.

• Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.

• Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat.

• Create and manage customer data records to ensure proper data integrity of our customer records.

• Drive escalation and continuous improvement for Customer Operations organization.

• Active participation in the revenue maximization motions especially during the end of quarter (EOQ).

• Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the company direction by involving cross-functional members.

• Manage post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.

• Coach other team members when needed, to ensure the good practices are well-circulated within the team.

• Lead high-impact projects at the division level and drive the project strategy to meet scope, cost and timeline goals by being able to evaluate the risk and make decision based on analysis.

PERFORMANCE OBJECTIVES

• 
  Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs).

• Portray a high level of independence and able to make decision when performing operational tasks

• Able to coach and propose recommendations to others to success.

• Partner with various teams and functions to deliver a customer-effortless experience.

• Influence customers during the buying process and become a trusted advisor to enable our self-service and digital channels.

• Coordinate activities within a team/project

QUALIFICATIONS AND SKILLS

• Bachelor’s degree completed, or relevant customer service experience.

• Preferred: Understanding of KCS methodology or other knowledge management methodologies

• Minimum of 2-4 years of experience in Share Service Centers.

• Ability to work Full-time, but flexible, 8 hours between department hours of 6 am to 7 pm Monday-Friday. Availability to work overtime as business needs require.

• Advanced English level to ensure excellent reading, writing, and verbal communication skills. (B2+)

• Must be able to communicate effectively with customers regarding their product orders, service, and other customer inquiries about their transactions.

• Proficient in computer usage and a variety of basic skills.

• Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.

• Effective time management skills and a self-starter attitude.

• Strong risk management skills and problem-solving skills.

• Ability to take ownership of customer needs and demonstrate initiative and decision-making.

• Demonstrates aptitude for learning new business applications and enterprise software.

• Demonstrates aptitude for and interest in learning/improving processes.

• Oracle and SFDC application experience is a plus.