DESCRIPTION

We are looking for a talented Customer Service - Technical Service Specialist to join our team specializing in Service in Florence, KY.

In this role, you will make an impact in the following ways:

• Average calls / day: 40-60 in a call center environment
• Develop a working knowledge of products.
• Awareness of product improvements and engineering change notices through daily updates and implementing any required action.
• Become proficient in Primary and Secondary product responsibilities.
• Knowledge of engineering principles from a design and specification standpoint as pertaining to AO products; mechanical orientation; effective written and oral communications skills; experience reading and interpreting engineering drawings; ability to work independently and as a team member, and demonstrated creativity in problem solving techniques.
• Working knowledge of CVS part number nomenclature.
• Maintain CVA database supporting CVS part number adds, item master request, supersessions, and service bill of materials.
• Maintain CVA database supporting CVA aftermarket / all makes part numbers adds, item master request, supersessions, and service bill of materials.
• Update CVA with available technical data concerning product changes, developments, and potential field issues across all product lines in a timely fashion.

• Ensure Accountability : Hold yourself and others accountable to meet commitments, ensuring reliability and trust within your team and with customers.
• Communicate Effectively : Develop and deliver clear, multi-mode communications tailored to the unique needs of different audiences, ensuring everyone is on the same page.
• Focus on Customers : Build strong relationships with customers and deliver solutions that are centered around their needs, enhancing customer satisfaction and loyalty.
• Build Networks : Establish and maintain both formal and informal relationships inside and outside the organization, leveraging these networks for support and collaboration.
• Pursue Self-Development : Actively seek new ways to grow and challenge yourself through both formal and informal development channels, staying current and improving your skills.
• Optimize Work Processes : Identify and implement the most effective and efficient processes to get tasks done, with a continuous improvement mindset to enhance productivity.
• Provide Proactive Customer Support : Demonstrate proactive customer support interactions at each phase of the order life cycle to ensure customer satisfaction, understanding how customer support and the order life cycle are interconnected.
• Manage Order Processing : Effectively manage the processing of customer orders from receipt to resolution, ensuring orders are fulfilled to customer requirements and expectations.
• Understand the Order Life Cycle : Demonstrate knowledge of the end-to-end order life cycle, terminology, and functional collaboration, ensuring a positive customer experience through interconnected support.
• Leverage Supply Chain Knowledge : Explain and influence the integration of information, products, and services flow to achieve desired results for customers, balancing inventory, cost, and delivery tensions.
• Listen Intuitively and Adapt Solutions : Translate customer and stakeholder needs into actionable solutions through active listening and intuition, providing value through tailored solutions.

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Minimal to intermediate level of relevant work experience required; Customer Order Management; customer facing; Supply Chain/Logistics.