Global Industrial
Corporate Overview
For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.
We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.
Key Responsibilities
• Assist Exclusive Brand customers with troubleshooting product related technical issues.
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• Coordinate with Global Industrial Exclusive Brand team to further diagnose product issues and develop possible solutions when more advanced solutioning is required.
• Coordinate in the field service calls including scheduling technical visits, documenting the diagnoses in the Global Industrial CRM, and follow up with both the technician and the customer to verify resolution and satisfaction.
• Order parts from Global Industrial suppliers and ensure both on time delivery and customer awareness for expected delivery.
• Independently determine when something is more cost effective to be replaced instead of serviced and schedule the appropriate replacement to be shipped.
• Reply to all inbound emails and Power BI assignments within 4 hours or less.
• Accept calls from customers looking for immediate resolution.
• Take ownership of all Exclusive Brand technical support issues instead of sending solutions back to the frontline Customer Service team.
• Work via email and phone with the customer to find the best possible solution as quickly as possible.
• Continually document and refine a list of appropriate troubleshooting questions and answers for all private label products and categories.
• In the absence of active Exclusive Brand technical support issues, this position will help address regular customer support calls and emails.
Competencies and skills
• Strong technical support and analytical background
• Comfortable working with customers via the medium of the customer's choice - email or phone
• Solid understanding of how things work including floor scrubbers, water dispensers, and refrigeration equipment
• Efficiently and professionally communicate with customers and assist them with their needs
• Excellent written communication and comprehension
• Skilled at consistently providing outstanding customer service and following through on responsibilities or promises made to customers
• Independent decision-making skills with the ability to handle and resolve complex issues
• Conversational, patient and confident demeanor with a positive attitude
• Ability to stay composed and objective with an angry customer, and de-escalate issues as needed
• Motivated to create and perpetuate a team environment in the workplace and among other associates
• Demonstrated ability to complete projects and assignments accurately in a fast-paced environment
• Ability to use Windows based systems, digital soft phones, and familiarity with CRM systems and practices
• 2+ years previous technical support service experience in a phone / email contact center
• High school diploma or GED
Job Segment: Field Service, Manufacturing