Customer Support Account Specialist - Crestron : Job Details

At Crestron Electronics, Inc we build the technology that integrates technology.

We are proud to be the largest and most recognized brand in automation and control solutions, and the premier technology partner for fortune 500 businesses globally. Our products' are integrated into new high-tech commercial buildings' to include some of the most exciting real estate throughout the world. Our clients include Google, Microsoft, Amazon, LinkedIn and many others. We are the leaders in the most exciting industry in the world!

Our automation and control solutions for homes and buildings allow our clients to control entire environments with the push of a button, integrating systems such as Audio Visual, Lighting, Shading, Security, Building Management Systems and HVAC to provide greater comfort, convenience and security.

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.

Crestron Electronics offers a competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short Term Disability, 401K with company match, Paid Time Off, Holidays, On-site Amenities at NJ Headquarters & TX Facilities, Crestron Market Cafes, and Fitness Centers.

At Crestron Electronics, Diversity, Equity, and Inclusion drive innovation. Crestron's success hinges on continuing to build a workforce of unique individuals whose passion inspires us to create and revolutionize industry-leading products and services. There will always be more to accomplish, and at Crestron, we believe the best way forward is together.

EOE/M/F/D/V

* No Solicitation* Any agency submittal to any employee of Crestron Electronics, Inc by any method of communication will be deemed the sole property of Crestron Electronics Inc.

Other details

* Job Family Sales Support

* Job Function Customer Support

* Pay Type Hourly

* Employment Indicator Regular

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* Rockleigh, NJ 07647, USA