at Vontier in Dover, Delaware, United States
This individual will be expected to stay up to date with the knowledge required to handle standard Hanging Hardware phone calls received at the Tier 1 and Tier 2 levels. A portion of the individuals time and corresponding goals will be dedicated to handling Tier 1 and Tier 2 type customer support.
Key Responsibilities + Point of contact for customer escalated inquiries
+ Utilize technical product knowledge to oversee inventory update reports, ensure order prioritizations are met, oversee order fulfillment, and update variable trade agreement-specific pricing in accordance with KPIs.
+ Act as a point of contact for strategic customers.Work directly with purchasing and production in an adjunct capacity to provide weekly reports to customers regarding component shortages, current open orders, sourcing, delivery issues.
+ Perform manual invoicing, customer outreach, and customer support for assigned projects.
+ Primary resource for live Subject Matter Expert escalations, live call escalations.
+ Secondary resource for AMO product support email and phone calls during times when service levels are being missed.
+ Attend meetings about new products and new actions related to Catlow and AMO product offerings.
+ Resource to help with creation of standard operating procedures documentation.
Background and Skill + Associate Degree in a technical field (or equivalent work experience)
+ 3+ years of customer service experience, including experience with managing and communication with customers
+ 3+ years of interaction with Gilbarco equipment and technical support required
+ Knowledge of Gilbarco's Catlow and AMO Products.
+ 2+ years of experience providing clear written and oral communication skills to customers and team members.
+ 2+ years of experience with customer resolution investigation.This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
+ 2+ years of experience engaging with customers to manage conflict, determine next steps and facilitating resolution.
Tools & Technology (Required or Preferred) + Microsoft Office (Excel, PowerPoint, SharePoint, Word) – Required
+ Email – Intermediate required – Required
+ Microsoft AX – Required
+ Power BI – Preferred
The base compensation range for this position is $45,300 to $53,000 per year. Your actual base salary will be determined based upon a number of factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.
Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability, and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women's health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 15 days per year, 12 paid holidays per year.
The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.
WHO WE ARE The world depends on Gilbarco Veeder-Root products to stay moving. We are the worldwide technology leader for retail and commercial fueling operations. We continue to evolve as smart cities, urbanization, electrification of vehicles, and advanced vehicle diagnostics drive the industry forward. Offering the broadest range of innovative, integrated solutions in the industry, Gilbarco Veeder-Root has delivered value, built extraordinary teams, and earned customer trust for more than 150 years. To learn more about us visit: .
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WHO IS VONTIER Vontier ( NYSE : VNT ) is a global industrial technology company uniting critical mobility and multi-energy technologies and solutions to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe, and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement built upon the foundation of the Vontier Business System and embraced by over 8,500 colleagues worldwide. Additional information about Vontier is available on the Company's website at .
"Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law."
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