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Customer Service Representative

  • Current & GE Lighting
  • Experienced
  • Posted 5/8/2017 3:15:00 PM
  • 2917053
  • Job Function: Customer Service
  • Business Segment: Current & Lighting GE Lighting
Location(s): United States; Virginia; Glen Allen


About Us:

At GE Lighting, we’re leading a global lighting revolution. In developing innovative energy-efficient lighting products, systems, and solutions for today and the future – such as world-class LED, fluorescent and ceramic metal halide light sources -- GE Lighting teams around the world are dedicated to leading a global lighting revolution to deliver innovative solutions that change the way people light and think about their world. Join us and you’ll find yourself in a dynamic atmosphere working with the most talented people in the industry in an open, developmental environment with abundant opportunities to learn, grow and advance within the organization. At GE, developing people is embedded in our culture and integral to our growth. If you’re a driven, independent problem solver who brings leadership and enthusiasm to everything you do, then join GE in creating the next generation of products that will improve the lives of consumers for generations to come. Visit www.JoinGELighting.com to learn more about being part of the GE Lighting team.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:
GE Lighting's Professional Channel Sales team has an exciting opportunity for a customer service resource to be on the forefront of GE Lighting's Commercial Transformation efforts. Commercial Transformation is a commitment to better position our commercial teams sales, marketing, and commercial services to grow sales in a new, evolving marketplace without impacting the customer service demands of our channel partners.

Essential Responsibilities:

In addition you will :


  • Serve as the primary point of contact for distribution customers within a defined geography
  • Responsible for handling all Inquiry to Order(ITO) and Order to Remittance(OTR) requests from customer base, including price and availability, stock check, back order assistance, system user set ups, order tracking, claims, order expecites, and Returned Goods Authorization (RGA)
  • Understand customer organizations and processes and GE sales / sales support programs and leverage all elements for maximum effectiveness
  • Understand how GE internal processes interact with customer base
  • Build local market intelligence and commercial savvy to understand distribution strengths / weaknesses, distribution end-user customer base, competitive market price levels, and potential for commercial conflicts
  • Provide schedule dates for shipments and availability requests
  • Take ownership of delivery schedule issues (date & information availability) and coordinate directly with supply chain for schedule improvements and manual reallocations, when necessary
  • Communicate decisions to customer and notify outside sales team of any potential commercial issues
  • Resolve all shipping discrepancies, including late shipments, damaged shipments, and incorrect shipments
  • Use data to identify productivity improvement opportunities via e-tools
  • Act as EliteNet expert on benefits, capabilities, functionality, and limitations
  • Facilitate conversion of customers to increase utilization
  • Educate customers on the benefit of the tool and communicate potential improvements that would create productivity gains internally and for our distribution partners
  • Use sales techniques, including dollarization, to communicate benefits of Green Products and secure conversion of orders
  • Educate customers on new products as they are released to the market
  • Provide customers with technical recommendations by offering products appropriate for the application
  • Fulfill cross-reference requests from assigned distribution lighting sales representatives to GE products from competitive product codes, competitive product descriptions, and / or limited descriptive data
  • Understand pricing model and effectively communicate price levels to customers for specific skills
  • Solicit public competitive information for pricing request and gather intelligence required to enter pricing requests into pricing tool / Deliver approved pricing to customer
  • Troubleshoot technical issues and process product failure complaints when appropriate / Engage quality team to seek resolution to customer product issue
  • Partner with lighting sales representatives to identify issues and commercial conflicts, ensure follow up, and provide world-class customer service to our distributor customers

    Qualifications/Requirements:

  • Bachelor's degree from an accredited university or college (including experience using a contact management or customer pipeline tool)

    OR

  • High School Diploma / GED with 4 years inside sales or sales support experience (including experience using a contact management or customer pipeline tool)

    ELIGIBILITY REQUIREMENTS :


  • Must be rated fully satisfactory in all metrics (internal only)
  • Ability and willingness to work any of the 3 shifts (depending on assigned geography)
  • Shifts are for 8 hours and range between 8am - 8pm

    Desired Characteristics:

  • Experience in the Lighting industry
  • Outstanding oral and written communication skills
  • Ability to use search engines
  • Ability to work with little direction and proven success in a team environment
  • Strong technical aptitude and proven ability to sell a technical solution
  • Proven ability to proficiently use Microsoft office suite or related tools including a strong proficiency with Excel
  • LEED AP, LC, or Energy Management Certification
  • Green Belt, Black Belt, or Lean Six Sigma Certification preferred

    Locations: United States; Virginia; Glen Allen

    GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
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