Customer Service Support Representative

Change the future with us!

Are you passionate about delivering exceptional service and solving challenges with creativity? At Siemens, we are looking for dedicated and talented professionals who not only address the evolving needs of our customers but also collaborate with curious minds to reinvent the future of work. If you embrace change and seek to make a difference, we invite you to join our team! Together, we will focus on what truly matters: improving lives with new ideas and the latest technology worldwide.

About the Role: Customer Service Representative

As a Customer Service Representative, you will be a key player in our customers' experience. Your mission will be to ensure superior interaction in every contact, using your skills to effectively solve problems and build lasting relationships.

Your Main Responsibilities Will Include:

Exceptional Customer Experience:

Provide first-class customer service via phone, email, and online chat.

Offer long-term solutions to our customers, utilizing creative problem-solving and collaborating across various functions within Siemens.

Manage and respond promptly and professionally to inquiries received in Salesforce inboxes and queues.

Monitor and support real-time online chat requests.

Operations Management and Support:

Execute daily SAP transactions, including orders, returns, credits, debits, and quotes, with accuracy and speed, meeting established KPIs.

Prioritize the daily workload of internal and external customer inquiries, recognizing urgency and acting accordingly, in constant collaboration with the Sales organization.

Manage urgent orders and back-order reports.

Provide user support on Siemens' online catalog and ordering platform.

Monitor and expedite orders.

Work with 3rd party suppliers on order execution, returns, customer inquiries, product selection, and timely order status resolution.

Problem Solving and Continuous Improvement:

Support the personalized service model by building strong relationships with assigned zones, territory managers, and the customer base.

Research issues and questions using available information and resources, and collaborate cross-functionally for process improvement and problem resolution.

Identify, redirect, and/or escalate problems to appropriate resources according to customer support procedures.

Log all cases (calls, emails, chats) in detail and precisely using the CRM tool, including customer contact information, support provided, product details, and resolution.

Support ad-hoc customer support-related tasks not explicitly listed.

What We Are Looking For In You:

Education and Experience:

Associate's degree in a related discipline (preferred).

2+ years of practical Customer Support experience.

Technical Skills:

Strong experience with SAP

Strong experience with Salesforce (highly desirable).

Working knowledge of Microsoft Office.

Interpersonal and Communication Skills:

Strong verbal and written communication skills; fluent English required (verbal and written).

Team-centric and customer-centric attitude.

Demonstrated ability to address customer inquiries/escalations.