Customer Service Specialist

August 30, 2024

National Instruments

Debrecen

OTHER

The Staff Customer Service Representative (Staff CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Staff CSR will be responsible for managing customer orders, product returns, quotations, outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities. This role requires a high-level of accuracy and independence in performing these mentioned tasks, as well as the ability to coach others when it comes to processes. Assignation to a certain customer Tier/account may happen to build customer intimacy and business acumen.

MAIN RESPONSIBILITIES

Manage/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities.
Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.
Support sales opportunity management cycle for the customers by fulfilling operational requests.
Provide differentiated operational support through NI’s business model (Tiering) throughout the sales and post-sales cycle.
Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.
Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.
Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat.
Create and manage customer data records to ensure proper data integrity of our customer records.
Drive escalation and continuous improvement for Customer Operations organization.
Active participation in the revenue maximization motions especially during the end of quarter (EOQ).
Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the company direction by involving cross-functional members.
Manage post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.
Maintain an excellent record of accuracy and independence especially for the quote and order management tasks.

PERFORMANCE OBJECTIVES

Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs) especially on the SLA, quality of work, and daily productivity standard.
Portray a high level of independence when performing operational tasks and having the ability to coach others to success.
Partner with various teams and functions to deliver an effortless experience for the customers.

QUALIFICATIONS AND SKILLS

AMER

Technical High School degree or actively studying a university career (review the related careers in the following point).

APAC & EMEA

Bachelor’s degree completed, or relevant customer service experience.
Preferred: Understanding of KCS methodology or other knowledge management methodologies.
Between 2-3 years of experience in Shared Service Centers, preferably in the Customer Service/Operations field.
Preferred: Understanding of KCS methodology or other knowledge management methodologies.
Preferred: Expertise in Account Management and differentiated account treatment strategy.
Ability to work full-time and able to work overtime as business needs require.
Advanced English language level - reading, writing, and verbal communication skills (high level of proficiency in other languages may be required according to the business need).
Excellent customer-facing communication skills especially when communicating to the customers regarding their product orders, service, or other general inquiries.
Proficient in computer usage and a variety of basic skills.
Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.
Effective time management skills and a self-starter attitude.
Ability to take ownership of customer needs and demonstrate initiative and decision-making.
Demonstrates aptitude for learning new business applications and enterprise software.
Demonstrates aptitude for and interest in learning/improving processes.

WHAT WE OFFER:

International working area, good Team spirit
Flexible working hours and home office opportunity
Opportunities to maintain health (use of corporate gym, weekly fruit day, farmers market, medical screening - when we are working on site)
Cafeteria including multiple selectable options
Supportive atmosphere, team buildings and other company events
NI discounts (e.g.: gyms, book stores, restaurants)
Yearly Appreciation week, including fun, educational and health-related programs