Customer Support Specialist
Red Lion Controls

Do you want to be part of a business that genuinely values entrepreneurialism, innovation and individual accountability? We focus on our customers and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple industries.

About Us

Red Lion Controls, a part of the HMS Networks family of products, is undergoing a period of significant change and growth. We empower industrial organizations around the world to unlock the value of data by developing and manufacturing innovative products and solutions to access, connect and visualize their information. Red Lion's global manufacturing and support facilities serve customers in factory automation, alternative energy, oil and gas, power and utilities, transportation, water and wastewater industry segments. We provide scalable solutions for cloud connectivity, edge intelligence and asset management, industrial Ethernet switches and industry leading panel meters and operator panels, to make it easy for companies to gain real-time data visibility that drives productivity.

Position Summary

The primary duty of the Customer Support Specialist will be to provide exceptional support to customers while managing interactions through numerous platforms. The Customer Support Specialist will possess skills to provide excellent verbal and written communication, superb attention to detail, ability to identify root problems and significant opportunities all while being confident working in a fast-paced environment.

Primary Responsibilities

• Process 'Orders Received' with a high level of accuracy and interpret ERP (Enterprise Resource Planning) modules
• Respond quickly, professionally, and accurately to incoming customer inquiries via phone or email regarding pricing, lead time, orders, status, discrepancies, returns, and warranties
• Cross collaborate with various departments within the organization (shipping, planning, accounting, sales)
• Remain up to date on knowledge of standard procedures and processes
• Identify, report and escalate issues to supervisor
• Meet or exceed established performance targets set by the Customer Support Manager
• Maintain dependability, flexibility, ownership, and sound judgment by adhering to attendance standards, schedules, and call queue expectations
• Work within a team environment and as an individual contributor
• Effectively manage competing priorities

Minimum Requirements

• 2+ years' experience providing customer support in a technical/engineering industry.
• 2+ years' experience in a customer support / inside sales role working in a call center environment.
• Ability to handle a work volume of 10 - 15 incoming calls per hour
• Excellent telephone etiquette and friendly demeanor
• Detail oriented
• Demonstrates oral and written communication skills to effectively interface with all levels of company management and staff, customers, and outside business contacts
• Basic problem solving and active listening skills
• Attention to detail and accurate recordkeeping abilities are a must
• Proficient in Microsoft Office Suite
• Proficiency with English language to provide both written and verbal communication
• HS Diploma/GED

Preferred Qualifications

• 3 years of Customer Service experience
• Continued education relevant to type of work

Endorse, support and model the Company's core values of:

• Aim High
• Be True
• Own It

Working Conditions

• Indoors, mostly sedentary

Travel

• 0-10%

Red Lion Controls provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Red Lion Controls complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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