QSC, LLC

  • Customer Care Specialist

    Job ID 2018-1369
    Job Locations
    US-CA-Costa Mesa
    Category
    Sales Operations
    Type
    Full Time
  • Overview

    QSC is searching for a Customer Care Specialist who will function as the Customer Advocate who is committed to providing an exceptional customer experience. Your primary responsibility in this role is to manage the needs of the hardware and software sales and service needs of the customer accounts assigned to you, and, where applicable, a direct sales model for assigned territory. You will be a part of a team that leads the focus on fostering a relationship with our customers and creating solutions for their QSC product needs.

    Responsibilities

    • Interface via telephone, email, and in person with QSC customers and organizational stakeholders on a daily basis to take orders, offer product, service and software solutions, and give general assistance as required.
    • Review new purchase orders to ensure sufficient information is received for hardware and/or software licensing. Coordinate with the customer on any adjustments needed.
    • Maintain a detailed understanding of software licensing options, and be able to explain the application of the software features to customers.
    • Respond to the needs of strategic accounts; build positive relationships by providing accurate information, timely responses, and resolution to issues. At a minimum, acknowledgment must be delivered in the same working day to the customer. 
    • Process daily incoming orders for finished goods, spare parts and software licensing. Resolve sensitive issues for customers by working closely with management.
    • Work closely with assigned Sales Directors to identify new opportunities for up-selling and cross-selling of software licenses.   Follow up on referrals and generate leads for software subscriptions.
    • Manage customer’s invoicing for software subscriptions.  Ensure accurate billing according to customer purchase orders, including pro-rating, renewals, and terminations.
    • Demonstrate effortless teamwork skills as you rely on and assist fellow team members in processing hardware and software sales orders, spare parts orders, return authorizations, etc.
    • Interface with Logistics Team to ensure customer order fulfillment is timely, accurate, providing Commercial invoices, and other international documents as applicable.
    • Using CRM tool, processes, track customer complaints, and service requests, product information requests; provide timely and concise information to customers.
    • Participate in Customer Care team projects as assigned.
    • Manage daily backlog report and weekly software billing reports.
    • Perform other duties as assigned.

    Qualifications

    • Require a Bachelors degree in Business Management or equivalent work experience.
    • A minimum of five (5) years’ work experience in a fast-paced customer service environment, with a minimum of three (3) years’ managing committed deliverables to domestic and/or international customers.
    • Knowledge of Channel SaaS sales and methodology preferred.
    • A minimum of three (3) years’ experience of direct interface with enterprise and strategic customers.
    • A minimum of three (3) years’ in presenting performance metrics and corrective actions to enterprise and strategic customers.
    • A minimum of three (3) years’ of working product knowledge, fully understanding product offerings and their application.
    • ERP system knowledge such as Oracle or SAP is preferred.
    • Must be familiar with Microsoft Office (Word, Excel, and Outlook).
    • Must possess well-developed oral and written communication skills.
    • Solid organizational and time management skills, with attention to detail and prioritization.
    • Must possess proper phone skills and have excellent customer service skills.
    • Good interpersonal skills to collaborate and work effectively with cross-functional team members.

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