Customer Service Representative – Post Sales , COOPER LIGHTING SOLUTIONS
Signify · NY, US
20 days agoImpress employers and recruiters.
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About the Role
Drives for high levels of customer satisfaction by ensuring timely and correct solving of complaints, inquiries, and requests related to technical product topics based on global standards and processes. Analyzes and solves complaints by driving root cause analysis and preventive actions, including warranty-related complaints and reworks/recalls. Understands and applies the relevant warranties related to products and systems when executing customer resolution activities. Fulfills documentation for service-related issues and resolutions and ensures all relevant information is properly documented in the ticketing system (SAP Service Cloud) and/or similar knowledge databases. Drives feedback loops towards Quality management/Business to obtain solutions in event of timely escalated complaints.
Responsibilities
- Ensure timely and correct solving of complaints, inquiries, and requests related to technical product topics.
- Analyze and solve complaints by driving root cause analysis and preventive actions.
- Apply relevant warranties related to products and systems.
- Fulfill documentation for service-related issues and resolutions.
- Ensure all relevant information is properly documented in the ticketing system (SAP Service Cloud) and/or similar knowledge databases.
- Drive feedback loops towards Quality management/Business to obtain solutions for escalated complaints.
Requirements
- Must be legally authorized to work in the United States without current or future company sponsorship needs.
Skills
- Customer service
- Technical product understanding
- Complaint resolution
- Root cause analysis
- Warranty management
- SAP Service Cloud
Location
- Syracuse, New York
Work Type
- Full-time
Experience Level
- Based on experience
Education Level
- Bachelor's degree in Information Technology, or a related technical/Analytical field
Salary/Compensations
- $34/hour - $49/hour
- target bonus opportunity - 2.5%
Benefits
- Company subsidized benefits plan offerings that include Medical, Health Savings Account, Dental, 401K retirement plan with company match, Employee Stock Purchase Plan (ESPP), Paid Time Off, including paid vacation, holidays/personal days, tuition reimbursement and products discounts.
- Ability to purchase supplemental benefits that include supplemental life insurance, dependent life insurance, vision insurance and Accidental Death & Dismemberment insurance, health care flexible spending account and dependent care flexible spending account.
About the Company
- Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting.
- Through our leadership in connected lighting and the Internet of Things, we're breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond.
- At Signify, you can shape tomorrow by building on our incredible 125+ year legacy while working toward even bolder sustainability goals.
- Our culture of continuous learning, creativity, and commitment to diversity and inclusion empowers you to grow your skills and career.
- Join us, and together, we’ll transform our industry, making a lasting difference for brighter lives and a better world.
- Cooper Lighting Solutions, a business unit of Signify, is the world leader in lighting.
Equal Opportunity
- We believe that a diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas.
- With a global workforce present in 70+ countries, we are dedicated to creating an inclusive environment where every voice is heard and valued, helping us all achieve more together.