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Rep Customer Service Sr - FIS (Irving)

Siemens

Irving, TX, 75062, USA

Company Siemens Industry, Inc. Division SII - BT Division - Fire Safety Functional Area CS - Customer Service/Support Location TX - Irving Req ID 82804 Job Type Regular Job Time Full-Time Experience Level Senior Level Required Education Associates Degree or equivalent experience Required Travel 0% Company Description The Siemens Industry Sector is the leading global supplier of production, transportation, building and lighting technologies. With integrated automation technologies as well as comprehensive industry-specific solutions, Siemens increases the productivity, efficiency and flexibility of its customers in the fields of industry and infrastructure. The Sector consists of six Divisions:
Building Technologies, Drive Technologies, Industry Automation, Industry Solutions, Mobility and Osram. With around 222,000 employees worldwide and around 33,000 employees in the U.S., Siemens Industry posted a profit of EUR3.86 billion with revenues totaling EUR38 billion in fiscal year 2008 (September 30). www.siemens.com/industry Siemens is an Equal Opportunity Employer encouraging diversity in the workplace. Job Description Provides outstanding customer service support by managing and resolving customer issues for company products or services in a timely and professional manner. Initiates and implements corrective action as needed. Receives, evaluates and verifies customer orders on request. Answers customer inquiries and resolves issues in a timely and professional manner. Enters information into computer system for tracking, data gathering and troubleshoots customer issues. May refer to published materials or secondary sources to resolve open issues. Escalates calls if necessary to more senior team members. Processes orders booked and ensures pricing and customer information is correct on the appropriate internal documentation. Maintains and controls orders through priority systems. Communicates with departments on all product issues, updates, and bulletin requirements. Coordinates inventory requirements with other division departments. Initiates required action for response to customer service requests for order changes. Ensures all emergency orders are processed and follows through ensuring appropriate customer site delivery. Prepares, generates and distributes daily reports and order acknowledgements to appropriate resources. Keeps current on new products, product information and services. Senior:
Counsels and trains less experienced team members on procedures and routine tasks associated with company products and services. Provides support to other customer service personnel on escalated calls and resolves most complex issues bringing in appropriate personnel as needed. High School Diploma or GED. Advanced product knowledge training or certification a plus.(Senior:
3-5 years) Customer Service/ Call Center experience, preferably in the related industry. Call tracking system experience preferred. Basic working knowledge of company products and services. Excellent verbal and written communication skills and organizational skills to effectively communicate via multiple media (email, telephone or correspondence). Ability to use tact and discretion when interacting with a wide variety of customers Knowledgeable in Microsoft Office tools. (Senior):
Applies deep knowledge of company products and services to perform more complex and diverse assignments.

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