American Standard

Customer Care Technical Team Leader

US-OH-Mansfield
2 weeks ago
Job ID
2017-1814
# of Openings
1
Category
Customer Care

Overview

Working actively to handle incoming customer calls and emails in efforts to provide quality product troubleshooting, warranty inquiries, literature requests, entering warranty and literature orders, and general inquires and advice, while also attempting to sell repair parts out of warranty. This role is responsible for assisting the Manager and Supervisors and will passionately support the Company and individual business units’ accomplishment of goals and objectives in a manner consistent with the LIXIL values.

Responsibilities

  • Handling of incoming technically-related calls and emails from customers within the set quality standards. – 20%
  • Fielding calls and responding to inquiries pertaining to American Standard Fixtures & Fittings, Luxury, Crane Plumbing Products, Fiat Products, Eljer Fixtures and Fittings, and all other ASB Products sold in the United States. – 5%
  • Addressing and Resolving Complaints and Escalation issues that are complex in nature for resolution. – 15%
  • Sales of repair parts out of warranty. – 5%
  • Processing and completion of product order requests through order entry into the Customer Relationship Management tool “CRM” and SAP. – 5%
  • Entering Warranty repair parts orders received via telephone, email and regular mail. – 5%
  • Making Outbound Calls to perform customer follow-ups with regards to requesting more information, or to provide resolution to pending cases – 2 %
  • Fielding requests for product templates, literature requests, faxing instruction & installation manuals, etc. – 5%
  • Advising clients on how to proceed with regards to resolution of warranty issues – 2%
  • Logging customer information accurately into CRM. – 2%
  • Proactively work with the inside technical representatives in resolving escalated field issues to best prevent escalated customers. – 15%
  • Participation in general team meetings, training sessions, product updates and GPS. – 2%
  • Perform supervisory duties in the absence of the supervisors to include but not limited to opening and closing the department, coordinate GPS classes on Saturdays, and record employee related issues. – 15 %
  • Continually develop product knowledge, especially from field issues in order to support the inside technical representatives. Work with Manager and Supervisors to ensure the accuracy of warranty knowledge and utilize the Windchill program when necessary. – 2%

 

Qualifications

  • High School Diploma / GED required
  • Excellent product knowledge of the complete American Standard Brands’ product lines and the stages of their production.
  • Previous customer service experience.
  • Strong interpersonal skills and ability to communicate clearly, concisely and logically, both orally and written
  • SAP, CRM, Microsoft Office Suite experience preferred
  • Good decision-making skills.
  • Good customer complaint resolution skills.
  • Excellent degree of accuracy and organizational skills

 

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