Customer Care Specialist I

ABOUT SICK:

SICK is a leading global provider of intelligent sensors, systems, and services for factory, logistics, and process automation applications. With more than 1,000 patents, innovation and technology are at its core. This focus on innovation and "Sensor Intelligence" has allowed SICK to develop products for every phase of production in the automotive, packaging, electronics, food and beverage, consumer goods, storage and conveyor, robotics, material handling, oil and gas, chemical, power, maritime industries and more. In addition, SICK's focus on Sensor Intelligence allows us to make Industry 4.0, or the Industrial Internet of Things, a reality for their customers.

COMPENSATION & BENEFITS:

Our base salary is one part of our total compensation package and is determined within a range. The starting base salary range for this position is listed below. Actual starting salary will be based on a variety of factors including experience, skill set, education, performance, license/certifications, business needs, and other job-related factors permitted by law.

Starting Base Annual Salary Range:

$41,110 - $61,050

Benefits:

SICK's benefit package has long been recognized and valued because of its comprehensiveness and competitiveness in the market. To help our employees make the most of their overall well-being, we are thrilled to provide an outstanding benefits package! SICK offers 17 PTO days starting, medical insurance, vision insurance, dental insurance, disability/life benefits, 401k retirement plan and more. Click here to view more about our benefits!

POSITION SUMMARY:

The Customer Care Specialist is responsible for day-to-day operational support for customers, prospects, sales representatives, distributors, and other internal departments. A successful Customer Care Specialist will have a positive attitude with the ability to thrive in a team environment, efficiently handling a high volume of activities while providing an amazing customer experience. The Customer Care Specialists must provide in-depth, working knowledge of SICK's processes and assist with project management, assignments, and process improvements across the Team.

RESPONSIBILITIES:

• Answers customer inquiries through multiple communication channels while adhering to departmental service-level goals, ensuring consistent and timely customer updates are provided to open inquiries.
• Coordinates order lifecycle activities and resolves issues when they arise, facilitating with internal teams on resolution when necessary.
• Provides customer contractual obligation visibility to the organization, ensuring it meets customer operational agreements.
• Adheres to individual key performance indicators (KPIs) and individual performance objectives fostering continuous improvements and personal growth.
• Maintain a thorough understanding and educate customers on SICK terms and conditions and ordering guidelines.
• Manages daily transactional requests, such as sales orders, sample trials, etc., submitted electronically, emailed, or entered on SICK's website by customers.
• Possess a working knowledge of standard operating procedures (SOPs) and applies them to their daily work.
• Documents customer interactions and maintains account and order information in the customer resource manager (CRM) and enterprise resource planning (ERP) systems.
• Acquires and maintains familiarity with government, industry, and import/export regulations.
• Builds strong relationships that promote trust and confidence with the customer, sales rep, distributors, and internal departments.
• Keeps Management informed of unresolved conflicts that adversely affect SICK customers and their experiences.
• Recommends internal process improvements and customer experience enhancements, implementing change when called upon.
• Fosters customer self-help by recommending the use of and educating on the SICK website.
• Understands SICK products and the industries we serve.
• Learns the SICK Spirit establishing a strong sense of pride in SICK and the solutions we provide our customers.
• Carries out other duties and responsibilities as may be assigned or required.

QUALIFICATIONS:

Education and Experience:

• Two years of experience in a Customer Service-related field or demonstrated required competencies at the expected proficiency level.
• Two or more years of college education or equivalent work experience.
• Process improvement methodologies preferred.
• Proficiency with Microsoft (Word, Excel, PowerPoint) and Internet applications.
• Basic understanding of ERP, CRM, and e-procurement systems preferred
• Basic knowledge of customer service communication channels and measurements preferred.

About you:

• You bring your best self by holding yourself accountable and committing to excellence with quality and integrity at the forefront.
• You are focused on customer excellence exceeding expectations by prioritizing the customer experience with a sense of urgency while anticipating future needs.
• You collaborate to innovate, assuming positive intent with a willingness to win as a Team, sharing knowledge in an agile, fail fast, and recover fast environment.
• You continually cultivate competence by regularly learning and developing yourself while embracing change and ambiguity
• You acknowledge, celebrate, and have fun by providing mutual respect for your peers and valuing perspectives while recognizing contributions and celebrating wins.

CORE COMPETENCIES:

Ethics and Integrity Personal Growth and Learning, Customer Focus, Personal Accountable, Building Effective Relationships

If you thrive in a fast-paced, team-oriented work environment that offers challenges and growth opportunities, we are the place for you! SICK has several locations throughout the domestic US and offers competitive wages and an excellent benefits program. Qualified candidates can apply online by clicking the "Apply Online" button. Visit us at www.sickusa.com.

Affirmative Action (AA)/Equal Opportunity Employer (EOE) M/F/D/V