Careers at Ergotron
Sales Support Representative
Amersfoort, The Netherlands
Primary functions of this position are to act as liaison between customers, Mfg. Representatives/dealers, sales managers, distributors and internal departments to ensure customer expectations are exceeded. Obtain and relay information to sales and customers concerning order status. Receives a variety of telephone calls, e-mails, online chats and faxes from customers for which responsibilities include (but are not limited to) receiving, processing, and confirming product orders, assisting customers with assembly instructions, assisting customers with how to purchase, providing shipping information, resolving billing questions and troubleshooting problems by phone.
Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination. Meet call quality and service level expectations for all incoming activity via the global phone system. Provide product and technical support to customers as tier one support for Ergotron, ODM and OmniMount branded products; escalate to tech support as needed for customer issue resolution. Process and check orders from distribution customers ensuring proper lead times, customer information, accurate pricing, discounts, extra charges, and special instructions are documented. Provide information on business processes, product availability and pricing, shipment tracing, updated order status and delivery information. Convert or enter all quotes and orders into the order management system. Partner with Operations when necessary on proper lead times. Report, research and start corrective action for problems and complaints received from customers, partners or sales reps. Create Service Requests and NCR for tracking and issue resolution. Issue Return Material Authorizations to customers within the guidelines of the RMA policy. Follow-up on outstanding RMAs. Assist Accounts Receivables on invoicing problems and resolution of customer issues. Provide freight quotes based on order guidelines. Act as back up for sick, vacationing, or out of office sales support representatives. Review and initiate non-standard pricing requests as necessary. Other duties as assigned by Senior Manager, Customer Care & Services, EMEA.
High School degree or GED required. FOne to two years of customer service experience required. Proficient in Microsoft Office. Ability to multi-task required. Hours may change – ability to work in a flexible team environment. Oracle experience preferred. Multi-lingual as needed.
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