Staff Customer Service Specialist

• Handle/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities.


• Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.


• Support sales opportunity management cycle for customers by fulfilling operational requests.


• Provide differentiated operational support through NI s business model (Tiering) throughout the sales and post-sales cycle.


• Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.


• Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.


• Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat.


• Create and handle customer data records to ensure accurate data integrity of our customer records.


• Drive blocking issue and continuous improvement for Customer Operations organization.


• Handle post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.


• Mentor other team members when needed, to ensure the good practices are well-circulated within the team.

Who You Are:

For This Role, You Will Need:

• Meet critical metrics to ensure consistent customer experience across all channels.


• Portray a high level of independence and able to make decision when performing operational tasks


• Partner with various teams and functions to deliver a customer-effortless experience.


• Influence customers during the buying process and become a trusted advisor to enable our self-service and digital channels.


• Coordinate activities within a team/project

Preferred Qualifications that Set You Apart:

• Bachelor s degree or equivalent experience, or relevant customer service experience.


• Preferred: Understanding of KCS methodology or other knowledge management methodologies


• Minimum of 2-4 years of experience in Share Service Centers.


• Ability to work Full-time, but flexible, 8 hours between department hours of 6 am to 7 pm Monday-Friday. Availability to work overtime as business needs require.


• Sophisticated English level to ensure excellent reading, writing, and verbal communication skills. (B2+)


• Able to connect with customers regarding their product orders, service, and other customer inquiries about their transactions.


• Strong customer service demeanor, positive outlook, excellent work ethic and strive to succeed.


• Ability to take ownership of customer needs and demonstrate initiative and decision-making.


• Demonstrates skills for learning new business applications and enterprise software. Oracle and SFDC application experience is a plus.

Our Offer To You: