Brand Information
If you prefer a career that offers different opportunities daily while working with a variety of people, Kimball International would like to talk to you. We are a family-friendly company that values the differences that make each associate unique.
Job Description
The ideal candidate would be located near our Jasper, IN headquarters and work primarily from this location.
High Level Statement of the Role:
The Customer Support Specialist will provide all internal support for a specific territory, as the primary point of contact for all potential customers, dealers, and field sales. The Account Manager is the single point of contact to develop relationships tailored to specific needs of dealers and customers.
Roles and Responsibilities:
Team with Field Sales and our supply partners to strengthen relationships with our customers.
Build customer loyalty:
Own a customer problem from the first point of contact.
Accountable for all activity with the customer.
Treat customer complaints as opportunities to drive loyalty.
Proactively work with end-users, dealers, field sales and SSM to coordinate all aspects of Projects, including:
Coordinate some activity with small RFP's Proposals.
Create a project delivery schedule.
Provide carrier, tracking and delivery information.
Manage punch list resolution to successful complete install.
Utilize SalesForce.com, SAP, and Outlook to manage workload, capture information, and support customer requirements.
Document and communicate all quality issues in the Quality Notification system.
Proactively manage and prevent sales disputes. If disputes arise, take immediate action and update comments a minimum of every 2 weeks.
Provide back-up support for teammates.
Effectively manage all aspects of orders:
Timely order processing
VL10 / Load planning updates
Support the customer by prioritizing and managing workload to accomplish goals.
Attend / participate in customer dinners, lunches as appropriate.
Travel as needed to respective territory, further developing customer relationships.
Effectively manage phone calls and emails:
Goals: Minimum 30 hours of ACD time available to customers.
Goal: All activities logged as cases in SalesForce.com
Skills to Perform This Role:
Work / Educational Requirements:
Problem – solving
Understanding of other areas of the business.
Interpersonal Skills
Supportive of teammates
Positive attitude and approach
No complaining, no criticizing, no gossip
Technical Skills
Proficient user of SAP and Salesforce.com
Microsoft Office and Outlook
Embraces technology and change.
Communication Skills
Strong written and verbal communication
Leadership Skills
Commitment to Kimball International and our customers
Delegation skills
Continuously look for opportunities to improve our processes
Business Skills
Follow-Up
Thorough
Attention to detail
Initiative
Creating thinking / negotiation capabilities
Fully support new and revised initiatives
Accountable
Job Requirements
The ideal candidate would be located near our Jasper, IN headquarters and work primarily from this location.
• Strong written and verbal communication skills
• Detail-oriented and ability to multi-task
• Continuous Improvement mentality
• Experience in Microsoft Office Applications
• Experience in SAP
• High School Diploma or an equivalent combination of education and experience
EEO Statement
Kimball International is an Equal Opportunity Employer. All job seekers will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability or protected veteran status.
