Essential Duties and Responsibilities
1. Provide world-class customer care to both internal and external customers.
2. Engage in regional customer support activities including accurate entry of orders, quotes and RMA's, and creation and maintenance of special specifications.
3. Communicate to customers and reps on deliverables, service bulletins, and/or resolving of additional customer service issues on an independent basis.
4. Provide leadership, guidance, and mentoring to CSRs and others in S&CS, including, upon completing and passing the certification, training in the complete set of courses in the CSR certification tract.
5. Attend and provide on-site support for customer visits, seminars, and training. Actively take a lead role and ownership of interactive seminars.
6. Use independent analysis, judgment skills, prior experience, and thorough understanding of company policies and procedures to resolve non-standard and in-region problems.
7. Assist the management with reporting and monitoring of regional performance.
8. Initiate process improvement suggestions and lead in implementation.
9. Model, teach, and apply SEL Values, Principles of Operation, and World-Class Manufacturing principles.
10. Understand. Create. Simplify.
11. Other duties as assigned (may include office administration and other support duties dependent on region/department).
Required Qualifications
Customer service experience
Associate's degree or related business experience
Demonstrable experience mentoring and guiding others
Proven subject matter expert in customer service processes and responsibilities
Excellent computer skills
Proven ability to learn concepts and technical details of products
Willing to travel up to 10%.
Excellent writing, proofreading, documentation, and communication skills
Ability to learn new skills and assume new responsibilities
Ability to work cooperatively in a team environment
Background check results satisfactory to SEL
Preferred Qualifications
ERP or CRM tools experience
Experience in technical sales environment
Bilingual
Bachelor's degree
Physical Requirements
None
SEL is a globally recognized designer and manufacturer of products and solutions that make electric power safer, more reliable, and more economical.
Legacy
Over forty years after introducing the first digital protective relay, our devices, software, and systems are found in 173 countries around the world.
Customer Focus
From our headquarters in Pullman, Washington, we partner with public utilities and private industry all over the world to offer the industry’s top, 10-year warranty and no-cost technical support for as long as our products remain in service.
Impact
SEL innovations continue to advance the global power grid—modernizing and protecting access to power for an increasingly diverse array of communities and global partners.
Follow us to learn more about the latest innovations and insights in the industry as we make the power grid and the critical devices within it smarter, more sustainable, and more resilient.
