Customer Support Sr. Associate
The Opportunity:Sweden - Intermediate level position; provide initial technical product support to customers by handling inquiries and troubleshooting basic technical product-related issues. Gather information to identify and assess nature of problem. Record incident in a tracking system to maintain log of product issues for escalation and product development teams. Typically refer to transcript or established process in training manuals and guides to recommend solutions. Escalate complex issues to higher-level technical product support specialists or management.The Nordics team is over-utilized and 2 associates out of 4 are fully cross utilized among all 5 countries (Norway, Sweden, Denmark and Finland) due to language dependency. With 1 HC down in Sweden, the 2 associates’ will be able to maintain the order entry flow however we might see a decrease in service level for the Order Unblocking process, considering that the same associates are handling 2 processesMAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)Communicates daily with external customers, manufacturing sites, sales representatives, marketing and other key internal customers and suppliers.Serves as the primary contact for any service-related inquiry.Understands business goals and customer segmentation.Keeps all functions informed of customer needs.Fields incoming customer phone calls and inquiries.Visits customer sites as needed on occasion.Drives revenue for 2 to 4 assigned territories in partnership with outside sales through expediting urgent orders and sales lead generation.Coordinates customer order requirements, expedites orders as appropriate, addresses inquiries regarding products and services including pricing, product availability, returned goods, complaints, order cancellations, etc.Proactively manages lot reserves.Determines when customer issues need to be escalated and follows through on resolving issues.Participates on and/or leads cross-functional teams to drive departmental improvements.Manages consignment warehouse functions including system receipt, inventory reconciliation and billing.Provides training for new employees.Works with a variety of business systems including SAP.Understands and can easily reference over 10,000 product listings and over 5,000 active customers in a variety of business areas.Actively participates in department team activities and contributes to developing and achieving team goals (lot reserves, return goods, call abandoned rate, and other team goals).Performs other duties as assigned with or without accommodation.QUALIFICATIONS (Education/Training, Experience and Certifications)BS/BA Degree in Chemistry or allied science discipline or equivalent experience preferredCustomer Service experience preferredKNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)Detail oriented; strong analytical and problem solving skills.Ability to learn quickly in a fast-paced environment.Must work collaboratively w...