General Electric Global Customer Support Specialist in Oak Creek, Wisconsin

About Us:

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:

Responsible for the processing for Probe Services internal and external customer orders. This includes, but is not limited to, web-based forms that require accurate completion, maintaining a high volume of these transactions, & a high touch customer environment. This role is also responsible for providing excellent customer service, to assist and support the Customer Support teams by processing and amending Customer Service data and reports, quotations and contracts within designated system

Essential Responsibilities:

• Provide an excellent customer service for customers, both internal and external.

• Receive orders from customers and manage them in line with company policy and systems, following them to shipment to ensure a quality of service.

• Build up close relationships with customers and commercial partners to gain their trust and answer and respond to customer queries in a timely and professional manner.

• Develop solid product knowledge and a strong understanding of the logistics of sending specific products.

• Work as part of a team and adopt a flexible approach to increase and maintain the quality of service.

• Build effective relationships with logistics and distribution where appropriate to understand the impact on customer service.

• Provide knowledge and accurate information to customers.

• Able to initiate and drive innovative growth projects.

• Be the primary contact for systems development projects related to the growth projects. Produce and communicate quotations for customers, subsidiaries and distributors as requested and in line with their requirements.

• To add and make amendments to the data, following the checking and authorizations process.

• To be the recipient of data for the Customer Support function, relating to customer master, freight, licensing and other areas that Customer Support personnel are responsible for following the procedures set down in the SOPs, load data onto the designated system, primarily pricing, contracts, customer records, licensing and freight options within the agreed timelines.

• Build strong relationships with commercial to support and improve our quotation and tender offers.

• Produce and present standard reports from designated system, for the use of Customer Service, Commercial and Logistics teams. Reports will range from internally facing scorecards and metric reviews to customer facing transactional summaries used during business reviews.

• Participate in bi-weekly calls with the various global regions; consolidate action items and publish notes.

• To add and make amendments to the data, following the checking and authorizations process.

• Provide support, where necessary and able for the Customer Support team.

• Partner with the Global Transfer Leader during the set up of new sites.

• Maintaining auditable data records for internal and external audits.

• Support and advise Customer Support team with regard to data provided and required.

• Apply and learn from the knowledge proffered by the Centre of Excellence and Quality Assurance.

• Be aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position

Qualifications/Requirements:

  1. Bachelor’s degree & proven experience in customer service normally including at least 2-3 years of prior experience in customer service or high school diploma and 5- 6 years of prior experience in customer service.

  2. Be able to work a flexible work schedule to accommodate global teleconference calls with the regions.

  3. Experience with managing multiple tasks or projects.

  4. Outstanding written and oral communication and team player skills.

  5. Advanced user of the Microsoft Suite of programs and significant experience with common ERP and CRM programs. Experience with Oracle GLProd, Seibel CRM, Salesforce.com, and\or Tableau preferred.

  6. Prior experience in a sales related industry and knowledge of commercial operations processes and systems.

  7. Ability to work in a cross-functional, cross-country team environment to meet time-sensitive business objectives.

  8. Ability to manage self and tasks in an appropriate manner; proactive and resourceful.

  9. Excellent organizational and administrative skills; exceptional attention to detail.

  10. A calm and analytical approach to problem solving.

  11. Ability to communicate using English (or local language)

  12. Act with integrity; accepting and adhering to high ethical, moral and personal values in decisions, communications, actions and when dealing with others.

Locations: United States; Wisconsin; Oak Creek

GE will only employ those who are legally authorized to work in the United States for this opening.