Global Directory
Customer Support Professional — Manila, Philippines
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The position will provide efficient customer service support to KNAACK® and the customers by offering proactive assistance in all customer service concerns through fax, inbound, email and other avenues, as well as proper, accurate, and timely order entry processing. Serves as the frontline for the support and handles general inquiries for all customers.

Key Responsibilities (Essential Job Functions):
  • Order Entry (fax, phone, email, CRM tool): Accurately and timely enters orders in the system, checks if add-ons is possible, makes cancellations, logs rebates, informs customers of illegal drop shipments, informs customers of drop ship fee
  • Pricing and Availability (fax, phone, email, CRM tool): Provides pricing and availability depending on the price code of each account, information with regards to C & D fill-ins, handles and clarifies pricing disputes, works with material planners on availability of item and when items will be available
  • Order Status (fax, phone, email, CRM tool): Provides lead time of orders, freight charges, tracking numbers, and lead time of back orders, works with logistics staff on expediting orders
  • Estimated Freight Charges (fax, phone, email): Provides estimated charges for ground and truck orders Technical Questions (fax, phone, email): provides product features and benefits for both obsolete and current models, product information, product installation, product fit-up, part numbers, troubleshooting and other product applications
  • Service Tickets (fax, phone, email, CRM tool): Gathers pertinent data, files exception reports, return goods authorization, incident reports, and performs follow-ups
  • Distributor Referrals (phone): Refers end-users to the nearest distributor in end-users’ area
  • New Distributor Set-Up (phone): Facilitates end-users interested in becoming distributors
  • Product Registration (phone): assists end-users in registering their products in the company web site
  • Documentation Assistance (phone, fax, email): Provides regional sales managers, sales representatives, distributors, and end-users documents such as order confirmation, invoice copies, credit memos, bill of lading, product information, marketing collaterals, proof of delivery, etc.
  • Provides information to customers about marketing promotions and enforces/supports/applies promotions (phone, email)
  • Other customer service support (phone, email): Complaints about products, product ideas from callers, HR concerns, checking of credits, provides information about company policies and procedures and all other questions or concerns that customers call about
  • CSAT (phone): CSRs are responsible for gathering email addresses and phone number for CSAT surveys
  • Outbound Calls - Information Verification: Order sent via fax or email; product information from suppliers
  • Outbound Calls - Follow-Ups: RSMs, sales reps, distributors, end-users, and division contacts in the U.S. and Philippines
  • Outbound Calls - RGAs: Scheduling pick-ups with FedEx National for orders that need to be shipped back to Knaack
  • Outbound Calls - Data Tracking: Logs all transactions in the Excel tracker
  • Fleet Bid Process: Sets forth Knaack L.L.C. policy on exceptions to the current sales term and conditions policy on Fleet Bid Incentive Pricing, provides quotes for upcoming projects for fleet services, determines prices for the bid using excel tool and provides needed documentation to sales reps and RSMs, and archives fleet bid files in respective folders
  • Special Accounts: Each CSR has special accounts dedicated to them. They are responsible (main contacts) in providing all customer service functions and beyond in order to service the needs of those specific accounts. Correspondence is done through phone, email or fax
  • KIP Solutions: Responsible in building the knowledge database in the CRM tool by submitting valid solutions to any questions or concerns about the products and processes of Knaack
  • CSRs are also responsible in helping train incoming CSRs
  • Other duties or projects assigned by Team Lead, customer Service Supervisor, Account Manager and POC
Key Competencies:
  • Must have excellent work ethic
  • Must have good attendance record
  • Must have call center experience
  • Must have technical orientation – preferably engineering graduate
  • Must be detail oriented
  • Must be skilled in multi-tasking
  • Excellent written and spoken English Skills
  • Working knowledge in Microsoft Office applications
  • Personable, people-oriented, persuasive and self-confident
  • Ability to work independently and efficiently with minimal supervision
Education and Experience Requirements:
  • Bachelor’s degree in any field preferably in Engineering, Sales, Marketing or Management
  • At least 2 years Customer Service experience
  • At least 1 year Inside Sales/Direct Sales experience
  • Technical Support and/or QA experience is a plus