Customer Service Specialist II

Job brief: Customer Service Specialist

The Customer Service Specialist provides new and existing customers with the best possible service in relation to spare parts sales, service requests, technical schedules, post-sales, and billing processes.

Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly. Provides product and service information to customers and identifies upselling opportunities. Provides timely responses to customer inquiries and spare parts quotation requests. Processes customer orders, bills and accounts, and applications for service and maintenance.

Responsibilities

• Handle customer calls, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution

• Keep records of customer interactions, process all internal reports, and file documents

• Coordinate field service technician support, tools, and other required resources

• Coordinate internal support network to deliver solutions to the local technicians

• Provide quotes; Control and generate invoices for payments of services and parts

• Actively offer, negotiate, and process sales of spare parts, and services with actively process ownership

• Management of service contracts and spare parts packages.

• Build sustainable relationships and trust with customer accounts through open and interactive communication

Requirements and skills

The best CCSs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer care representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless and transmitting this inside the organization is even better.

Problem-solving also comes naturally to customer care specialists. They are confident in direct troubleshooting and investigating if they don’t have enough information to answer customer questions or resolve complaints.

Basic Qualifications:

• Proven customer support or client service experience

• Strong phone contact handling skills for trouble comprehension

• Customer orientation and ability to adapt/respond to different types of customer demand; ideally within the industrial and manufacturing industries

• Ability to multi-task, prioritize, and manage time effectively

• Familiarity with CRM systems and practices

• Familiarity with MS Office tools;

• Knowledge of selling process and marketing techniques

• Must be able to self-manage department demands

• Bachelor´s degree or equivalent

• Fluent in English (writing and speaking)

Preferred Qualifications:

• Desirable Spanish (for South American support).
• advanced Excel is a plus  

Who we are: 

Milacron is a global leader in the manufacture, distribution and service of highly engineered and customized systems within the $27 billion plastic technology and processing industry. We are the only global company with a full-line product portfolio that includes hot runner systems, injection molding, extrusion equipment. We maintain strong market positions across these products, as well as leading positions in process control systems, mold bases and components, maintenance, repair and operating (“MRO”) supplies for plastic processing equipment. Our strategy is to deliver highly customized equipment, components and service to our customers throughout the lifecycle of their plastic processing technology systems.  Milacron is a Operating Company of Hillenbrand.

Hillenbrand (NYSE: HI) is a global industrial company that provides highly-engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose — Shape What Matters For Tomorrow™ — we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders. To learn more, visit: www.Hillenbrand.com.

EEO: The policy of Hillenbrand Inc. is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status.  Additionally, Hillenbrand Inc. and our operating companies are committed to being an Equal Employment Opportunity (EEO) Employer and offers opportuni