Customer Service Representative

INTRODUCTION

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

For more information, please visit www.lectra.com.

 

 

POSITION SUMMARY

The primary function of this position is to assist Lectra Customers and internal technical personnel with their first call regarding service issues related to Lectra solutions. This position serves as the first point of contact dealing directly with the customers to listen to their issues, to enter all details into Sales Force and to be responsible to dispatch to the right team with the correct responds times.

perform the sales of solutions, by actively prospecting, acquiring and closing new businesses, using various combinations of the Lectra’s broad products and services.

 

DUTIES AND RESPONSIBILITIES

• Act as first point of contact for Lectra customers; understand customers situation, take notes of situation, validate contracts are in place.
• Log all service calls and daily activities into the service monitoring software (Sales Force) and dispatches tasks into proper technical teams.
• Ability to multi-task identifies and communicates business opportunities.
• Respond to customer inquiries in writing.
• Creates quotes for non-contract customers to purchase the service, and follows up until closed.
• Other administrative customer service duties as assigned.

 

Internal & External Relations:

Works extensively with external clients and internal teams. 

Internal teams:

• Level 1 support teams and local field technicians in US, CA and MX
• Consumables and Parts team
• Warehouse and shipping department

 

External:

• Customers: support and advise

 

PROFILE

This position requires a motivated self-starter with strong communication skills (English and Spanish, French a plus) and strong customer service skills.

• Ability to work a phone system and at times answer more than one call at a time.
• Ability to navigate a computer and input data into a data entry program.
• Good organizational skills
• Excellent verbal and written skills in English and Spanish required (French a plus)
• Very strong customer service skills
• Candidate will possess a positive attitude and be willing to be part of a team

 

TRAVEL

• The position is based in Smyrna, GA

 

ADDITIONAL INFORMATION

The normal work schedule for this position is as follows: (Exceptions may apply)

 

• Standard Days worked:             Monday – Friday
• Standard Hours of Operation:   Rotation between 8:00 AM – 5:00 PM and 11:00 AM – 8:00 PM