Customer Support Account Specialist

Primary liaison between the company, our multi-million dollar customers and sales team within an assigned territory, to manage and maintain relationships, support sales, ensure overall customer satisfaction and retention as it relates to orders, returns, availability and/or logistic issues. Strong analytical and organizational skills required to manage large scale orders and/or returns with complex logistics.

Professionally and effectively communicate via phone, email, virtual conferencing and on-line chat. Participate in virtual conference meetings and/or in-person meetings with customers and sales team. Continuously ensure customer retention by fostering a trusting relationship benefiting both the Customer and Crestron.

Identify creative solutions to ensure a smooth sales and support process. Recommend alternate products if original specified product is unavailable for customers.

Review and manage open order reports daily to ensure timely shipment of orders. Extensive follow-up with customers, sales team, supply chain and finance to resolve discrepancies or barriers that may prevent and/or delay orders from shipping.

Review, pre-qualify, approve and process return requests, submit through SalesForce for approval by sales team prior to processing.

Engage with Shipping, Logistics and freight carriers to research and resolve order related delivery issues including lost or missing product, documentation, quantity discrepancies and inaccurate addresses. Prepare and authorize pre-paid shipping labels as well as open investigations with freight carriers for lost or damaged product and follow through to resolution.

 Customer Support Phone Queue. Answer incoming calls from customers and sales team and provide accurate information regarding orders, products, pricing and services. Simultaneously creating a detailed SalesForce case which is instrumental in tracking, resolving and evaluating customer requests to identify trends and recurring issues.

Provide support for accounts and sales team, during the pre and post sales process by providing pricing, availability, alternate product suggestions, freight quotes, order status, RMA and warranty status, serial numbers, tracking, HS Codes, Country or origin, Customs and compliance documentation in addition to handling order cancellation requests.

Attend and participate in trade shows and other industry events when needed.

Other Duties or responsibilities as needed.

EDUCATION(High School/GED, Associates, Bachelors, Masters, Post-Graduate)

High School/GED, College preferred

EXPERIENCE:

Minimum of 3 years of relevant Customer Service, Sales Support and Operations experience.

Skilled in using CRM software to manage customer interactions, track customer issues and maintain customer records preferred.. 

General knowledge of SAP and/or SalesForce preferred.

General knowledge of Microsoft Office Suite (Outlook, Excel, PowerPoint, Word).

General knowledge of audio/ video conferencing systems i.e.Teams/Zoom preferred..

General knowledge of ACD telephony systems preferred..

Per applicable state requirements, the annual pay range for this position  ($44,500 - $63,000) which consists of base salary and target sales incentive (subject to performance), reflects the hiring range for candidates.  Also note, an individual’s offer may vary from this range as it may be impacted by additional factors, including but not limited to the candidate's hiring location, qualifications, experience, and market factors.