Customer Service Support 2

The Staff Customer Service Representative (Staff CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Staff CSR will be responsible for managing customer orders, product returns, quotations, outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities. This role requires a high-level of accuracy and independence in performing these mentioned tasks, as well as the ability to coach others when it comes to processes. Assignation to a certain customer Tier/account may happen 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 the 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.