Customer Support Specialist
FOSS develops innovative system solutions to ensure and improve food quality. Our mission is a more sustainable use of the world's agricultural resources.
FOSS is a family-owned company, and we are proud of our high employee and customer satisfaction along with our open and team-spirited culture as well as great career opportunities.
About the role
The Customer Support Specialist answers incoming calls from customers to take orders, answer inquiries and questions, connect customers to technicians to troubleshoot problems, record all issues and provide information.
This person will report directly to the North American Customer Support Manager.
Day-to-Day Responsibilities
- Responds to diverse incoming employee and customer calls / requests regarding parts, service and scheduling.
- Provides world-class customer service and solutions in an efficient manner and timeframe exceeding customer expectations.
- Exemplary understanding of end-to-end processes and thorough product knowledge.
- Ongoing training and briefing activities are provided to ensure awareness of changes in products and services.
- Maintain knowledge of products, services, and promotions to achieve business line goals.
- Retains ownership of customer issues to satisfactory completion and knows to escalate when appropriate.
- Identify and escalate priority issues.
Qualifications that will lead to success in the role
- Experience with SAP ERP preferred.
- Experience with SalesForce preferred
- Must be extremely detail oriented and able to accurately handle multiple tasks simultaneously.
- Intermediate knowledge level of Microsoft Word, Excel and Outlook required.
- 2+ years of call center experience required, additional customer service / sales background a plus.
- Experience as a self-starter and multi-tasker, self-motivated, with a capacity to perform in an exceptionally fast-paced environment.
- Strong verbal / written / interpersonal communication.
- Strong listening and problem solving skills.
- Team player.
FOSS
Today, more than 8 billion people around the world are dependent on nutritional food. Tons of food being produced in a million different ways and under varying conditions, creating challenges all the way from field to fork.
One of them, obviously, being the effects it has on climate change.
FOSS helps the world’s 100 biggest food companies and more than 40,000 others around the world navigate exactly that with intelligent, data-driven and innovative analytical solutions.
We are making sustainability a better business and we’re doing so as global market leader in our field improving food quality, minimizing food waste, ensuring food safety, and securing fair payment.
Join a pioneering and innovative company in the food and agriculture industry. A company on a mission, with offices all around the world and 1,700 talented colleagues from more than 32 different countries.
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