Customer Care Specialist I

Mission of the Role

This position is based out of our Minneapolis, MN Campus. Working a hybrid schedule of 4 days in-office, 1 day remote.

The Customer Care Specialist is responsible for day-to-day operational support for customers, prospects, sales representatives, distributors, and other internal departments. A successful Customer Care Specialist will have a positive attitude with the ability to thrive in a team environment, efficiently handling a high volume of activities while providing an amazing customer experience. The Customer Care Specialists must provide in-depth, working knowledge of SICK’s processes and assist with project management, assignments, and process improvements across the Team.

Key Responsibilities

• Answers customer inquiries through multiple communication channels while adhering to departmental service-level goals, ensuring consistent and timely customer updates are provided to open inquiries.
• Coordinates order lifecycle activities and resolves issues when they arise, facilitating with internal teams on resolution when necessary.
• Provides customer contractual obligation visibility to the organization, ensuring it meets customer operational agreements.
• Adheres to individual key performance indicators (KPIs) and individual performance objectives fostering continuous improvements and personal growth.
• Maintain a thorough understanding and educate customers on SICK terms and conditions and ordering guidelines.
• Manages daily transactional requests, such as sales orders, sample trials, etc., submitted electronically, emailed, or entered on SICK’s website by customers.
• Possess a working knowledge of standard operating procedures (SOPs) and applies them to their daily work.
• Documents customer interactions and maintains account and order information in the customer resource manager (CRM) and enterprise resource planning (ERP) systems.
• Acquires and maintains familiarity with government, industry, and import/export regulations.
• Builds strong relationships that promote trust and confidence with the customer, sales rep, distributors, and internal departments.
• Keeps Management informed of unresolved conflicts that adversely affect SICK customers and their experiences.
• Recommends internal process improvements and customer experience enhancements, implementing change when called upon.
• Fosters customer self-help by recommending the use of and educating on the SICK website.
• Understands SICK products and the industries we serve.
• Learns the SICK Spirit establishing a strong sense of pride in SICK and the solutions we provide our customers.
• Carries out other duties and responsibilities as may be assigned or required.

Key Qualifications

• Experience: 2+ years of experience in a Customer Service-related field or demonstrated required competencies at the expected proficiency level. Process improvement methodologies preferred. Basic understanding of ERP, CRM, and e-procurement systems preferred. Basic knowledge of customer service communication channels and measurements preferred.
• Education: 2 or more years of college education or equivalent work experience.
• Certifications:  None is required.
• Position-specific Qualifications:
  • You bring your best self by holding yourself accountable and committing to excellence with quality and integrity at the forefront.
  • You are focused on customer excellence by prioritizing the customer experience with a sense of urgency while anticipating future needs.
  • You collaborate to innovate with positive intent, willingness to win as a Team, and share knowledge in an agile, fast, and recover fast environment.
  • You continually cultivate competence by regularly learning and developing yourself while embracing change and ambiguity.
  • You acknowledge, celebrate, and have fun by providing mutual respect for your peers and valuing perspectives while recognizing contributions and celebrating wins.
• Computer/Technological: Proficiency with Microsoft (Word, Excel, PowerPoint) and Internet applications; basic understanding of ERP, CRM, and e-procurement systems preferred.
• Language: Professional written and spoken fluency in English required.
• Schedule: Generally Monday to Friday, full time; be on-call on some weekends (if required).
• General Working Conditions: Be able to usually work in an office environment; flexible (hybrid) work arrangements available.
• Travel: N/A
• Work Status: Legally permitted to work in the country you are applying and willing to undergo an employment background check.

Compensation

The base salary is one part of our Total Rewards package and is determined within a range.  The starting base salary range for this position is listed below; the actual starting salary will be based on a variety of factors including experience, skill set, education, performance, licenses/certifications, business needs and other job-related factors, as permitted by law.

• Starting Base Annual Salary Range:  $41,110 - $61,050