Job Description
General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including Remote Customer Service: Providing customer service and support via phone, online chat, or text including Call center-based customer support in response to a high volume of low complexity inquiries. Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including Acting as liaison between customers, production and distribution departments related to specific customer orders. Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets. Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects. Shares best practice and advice to the co-workers in the professional area. Not only generates own workload but outlines directions to others. Can supervise and coordinate lower-level specialists being single point of contact in complex matters. Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team. Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope. Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.