Vendor Strategy and Rebate Program Manager
Turtle
ERP
Customer Experience Specialist 3
Mission Technologies, a division of HII
full-time
Posted on:
Origin: • 🇺🇸 United States • Massachusetts
Visit company websiteSalary
💰 $46,046 - $65,780 per year
Job Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- Own and manage a unique scope of the UxS customer base
- First point of contact with the ability to field numerous complex issues and communicate internally for timely resolution
- Field customer inquiries technical in nature or requiring repairs, spare parts or field support and continuously communicate status with customer until matter is resolved
- Provide initial technical product support to customers via inbound calls, email, chat, etc.
- Handle inquiries and troubleshoot basic technical product-related issues in close collaboration with Engineering, Manufacturing, Business Development, Pricing and Operations
- Gather information to identify and assess nature of problem
- Record incidents in a case management tracking system to maintain log of product issues for escalation and product development teams
- Typically refer to transcript or established process in training manuals and guides to recommend solutions
- Escalate complex issues to higher-level technical product support specialists or management
- Account management and ownership mindset to attend to a rapidly growing customer base
- Responsible for improving the customers’ experience with HII Products and Services
Requirements
- Associates Degree or other 2 year technical degree in related discipline and 3 years of related experience; or High School Diploma or equivalent and 5 years related experience.
- Customer relationship experience and ability to develop these relationships
- experience in customer success metrics
- presentation skills
- demonstrating urgency in response
- ability to understand and report technical details to customers
- Must be able to obtain and maintain a government clearance (Secret)
- Experience with procurement and lifecycle management a plus
- Process improvement and project management experience a plus
- Experience working with government customers a plus
- Strong knowledge of Microsoft Word; Microsoft Excel; Microsoft PowerPoint; Microsoft Internet Explorer
- Knowledge of Salesforce CRM is a plus
- Knowledge of Filemaker Pro
- Comfortable learning new systems, including ERP or MRP systems
- Minor lifting and carrying of boxes of records or equipment
