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Role Summary: The Customer Care Agent will provide first point of contact for price, quotes, orders and general inquiries. Customer Care Agents are accountable for accurate and expeditious entry of orders received from customers and the issue of accurately priced and technically appropriate “standard product/standard service” quotations.
Essential Responsibilities: In this role you are expected to meet appropriate and realistic targets set by leadership such as quote and order cycle time, block/hold management, cash collections and customer satisfaction.
In the role of Customer Care Agent, you will:
Maintain an expert understanding of all policies and order processing procedures as related to new orders, repair, calibration and services
Follow appropriate case management processes to record and resolve issues that need to be worked on and cannot be resolved immediately
Support on-time delivery and proactively manage the order to meet the commitment
Support A/R balance reduction via ARC process management
Manage backlog for select products, ensuring proactive communications on delivery issues
Establish and maintain a highly effective relationship with sales team, supply chain, engineering, Finance, direct customers and channel partners
Drive continuous improvement cross functionally to improve user satisfaction and support account penetration / growth
Receive and resolve and/or escalate customer issues and inquiries
Develop product knowledge of those products which are being quoted or for which orders are being processed
Participate in scheduled and self-directed training to develop and maintain core competencies
Ensure compliance and adhere to operational process which ensures compliance with US and other national governmental regulatory requirements
Provide phone coverage and work in a team environment to quickly address customer calls
Perform all other duties as assigned by a manager
Associate’s Degree in Business or related business discipline from an accredited college or university (OR High School Diploma / GED from an accredited school or institution with a minimum of 3 years of sales or customer care experience in oil & gas, power, heavy equipment or automation & controls)
Minimum 1 year of experience in sales or customer care experience in oil & gas, power, heavy equipment, or automation & controls
Ability and willingness to work overtime, weekends and holidays, as required
Ability and willingness to handle business sensitive and confidential information
Ability and willingness to consistently meet daily, weekly and monthly deadlines
Experienced Customer Service Representative
Experience working with sales organizations and customers
Experience using business ERP systems (SAP)
Experience with case management (Sales Force Dot Com)
Computer proficiency (PowerPoint, Excel and other Microsoft Office Programs)
Strong written and verbal communication skills
Strong problem solving and project management skills
Professionalism to interact with internal and external customers
Strong customer focus
Ability to multi-task and succeed in a fast-paced environment
Strong organizational skills
Meet and/or exceed all customer requirements in addition to departmental metrics
Promote and works well within a team atmosphere and practices shared values
Cross functional capability to support other Customer Care locations including phone support, general inquiries, quotes and orders
Green Belt Certified, or equivalent Quality certification
Inside sales experience as well as external sales experience
Self-starter – able to work with minimal supervision
Experience working with government entities and government sub-contractors
Bachelor's Degree from an accredited college or university
GE looks for innovation everywhere. For 130 years, GE has been at the forefront of innovation, but finding solutions to the world's biggest problems has never been more important than right now. Join us today and become an essential part of the solution! Not just imagining. Doing. GE works. Start your career on the right path. Join our results-oriented team at GE Oil & Gas today!
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