Global Customer Support in German
Through evolution and acquisition, today Webhelp is a 70,000 people-strong global leader in business process outsourcing (BPO). We are specialized in customer experience outsourcing but our capabilities extend across voice, social and digital channels. Our outsourced services have also expanded to include payment management, sales and marketing services.
Global Customer Support
The Global Sales Representative will be a key member of ensuring all orders are processed on a timely basis for customer needs. Ideal candidate must be self-motivated with some knowledge in sales and customer service processes. Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.
Responsibilities
Must be able to…
Understand Digi-Key's digital platforms helping customers with logging in and ability to navigate to any products within the site including events, tools, training and development, technical publications, etc.
Process customer purchase orders within the set service level agreement metrics
Handle, organize and process customer quote requests
Process|route customer inquires as needed with the overall goal of first contact resolution
Must maintain a strict standard of confidentiality to ensure that our customers protected information is secure
Ensure internal and external customer satisfaction
Manage internal communication between departments once purchase order is received
Update or change sales orders in the system based on customer requirements and resolve any discrepancies
Ensures all data and details related to orders are up to date
Send sales order confirmation to the customer and any other key partners (as required)
Communicate clearly, both verbally and in written format, with customers, internal support team members
Communicate accurate information to customers concerning order status, order changes, shipping information, product availability and pricing
Customer file creation and maintenance
Backlog management of pending sales orders
Collaborate with internal departments to resolve issues or concerns up to the order being placed|submitted and to ensure on time shipments
Interact with Foreign sales offices and personnel to provide global customer support
Work with Trade Compliance team during order process to ensure adherence to local, state and country laws
Begins to know and understand Digi-Key's categories of business and the types of customers served
Other typical tasks may also include...
Participates in staff meetings and attends other relevant meetings and seminars as needed|requested
Process registrations as needed
Leveraging Digi-Key sales knowledge & skills to drive additional sales
May participate in job shadow activities for other Global Sales staff or other areas of the company as requested
May process Vendor Fulfillment|Consignment Orders
May process Specialty Sales requests (e.g. Vendor Promos, Tradeshows, First Robotics, Employee Orders)
May process Smarter Mail - PCI Compliance Issues
May support Tier One Customers
May participate in User Acceptance Testing
May participate in the creation of training & documentation of processes as well as the facilitation of training
May participate on cross-functional working teams or tasks forces
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Required Knowledge, Skills and Experience
Minimum/Essential Qualifications:
High School diploma or equivalent
Successful completion of the training provided (system 'know-how' & sales 'know-how')
Gain basic understanding of the various functions of Digi-Key and the industry Digi-Key operates in
Gain basic knowledge of Digi-Key brand and its principles
Ability to speak to both internal and external customers on the phone for a minimum of two hours a day
Generally, spend the workday sitting at a workstation and operating computer devices, such as, but not limited to keyboard, mouse and screen
Generally, spend the workday performing repetitive motions that involve or affect the hands, head, and other parts of your body
Must be able to perform the following behavioral competencies; attention to detail, customer/client focus, ethical conduct, manages execution/productivity, personal effectiveness/credibility, and positive attitude
Preferred Qualifications:
Entry-level Sales position; 0-2 years of sales or customer service experience
TO APPLY, SEND YOUR CV TO recruitment.al@webhelp.com.
