Job Description

Customer Response Specialist

SALESFORCE AND SAP EXPERIENE REQUIRED

Shelby Twp, MI

Max Pay Rate: $18-$21/hour W2

Fully on site

SUMMARY

Supports the Focus Center Hotline by handling all inbound telephone calls and e-mails, performing data entry of customer information and verification of account status. Acts as primary point of contact for customers seeking information, documentation, parts, and service. Routes calls and requests to the proper team or individual. Creates order and delivery documents when needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Answers the Focus Center Hotline during assigned hours

o Maintains a professional and pleasant demeanor with customers during all interactions

o Routes calls to the proper team or individual

o Creates/Updates customer cases in Salesforce with all pertinent details

o Creates customer contact and company entries to Salesforce when needed

• Reviews / Processes open cases

o Reviews new cases received via e-mail to the Focus Center.

o Responds to customers to gather required information

o Resolves requests for documentation, drawings, and others within abilities

• Maintains availability within the phone system and Salesforce during assigned hours

• Verifies customer account existence and status, initiate new account in SAP and Salesforce when needed

• Professionally interfaces with internal and external customers

• Creates and manages information within SAP and Salesforce

• Creates and updates PowerPoint and Excel files as needed

• Assists with coordination of onboarding for new customer service employees

• Professionally maintains confidential data and customer information

• Cooperates with all departments to achieve corporate goals.

• Adheres to the Quality System and participates in continual improvement

• Other duties as assigned

EDUCATION and/or EXPERIENCE

Associate’s degree from a two-year college or university plus one year of related administrative experience is required; or equivalent combination of education and experience. Intermediate to advanced computer skills (Word, Excel, Outlook, PowerPoint, ERP system, Internet).

Excellent interpersonal and telephone skills are required. Organization and time management skills and the ability to manage multiple activities and maintain confidentiality is required.

LANGUAGE SKILLS

Ability to read, analyze, and interpret written procedures and general correspondence. Ability to respond to common inquiries or complaints from co-workers and customers. The ability to summarize data, write reports and procedures is necessary. Excellent English language skills are required. German language skills are a plus.

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