Customer Care Associate

ESAB is a world leader in the production of welding consumables and equipment. Our brand is synonymous with world-leading expertise in the following key areas :

• Manual welding and cutting equipment
• Welding consumables
• Welding automation
• Cutting systems Celebrating 110 years since its founding, ESAB now serves a global market. We are represented in almost every country by subsidiaries or agents providing sales and support.

ESAB also has manufacturing plants across four continents. Manufacturers everywhere are looking for ways to improve productivity and reduce operating costs.

One way to achieve this goal is to align with a welding and cutting partner that offers a complete line of innovative solutions that meet the current demands of industry.

ESAB has led the way in research and development of better technologies and products for this industry since its founding.

ESAB has many great minds working on ways to make our industry stronger and better able to meet the needs of the future.

We are constantly striving to expand our product offerings from the best in traditional welding applications to large automated manufacturing facilities.

ESAB continues to offer world-class technical support and educational opportunities to help our customers work smarter and better.

We are dedicated to working with customers to help them be more productive, more profitable, and better able to compete.

Location (city & State / Country) : Denton, TX. United States

Position Title : Customer Care Associate

Position Overview

The Customer Care Associate will maintain long-term, trusting relationships with our customers by offering end to end customer support.

The CCA ensures proper follow up and follow through for successful resolution of customer inquiries to deliver an excellent customer experience for ESAB's internal and external customers.

Duties & Responsibilities

• Maintain strong and positive relationships with existing customers through effective problem resolution and efficient service delivery
• Serve as single point of contact for key accounts; update job knowledge by participating in trainings, and maintaining professional relationships with the Sales group and other internal departments
• Acts as liaison between the customer, sales, and ESAB
• Focus on delighting the customer through effective customer service by investigating, analyzing, and resolving outstanding issues to achieve customer satisfaction
• Demonstrate strong problem-solving skills to quickly identify issues and implement solutions
• Ability to handle difficult or unexpected situations
• Gather and analyze customer information skillfully
• Ability to manage multiple projects at a time while paying strict attention to detail
• Receive and maintain high volume of incoming calls and while delivering excellent customer care
• Demonstrates attentiveness, responsiveness and a sense of urgency when dealing with customers
• Responds to internal / external inquiries regarding : order status, quotes, expedites, deliveries, returns, product and warranties, supports accounts end to end
• Keep record of customer interactions, customer issues, expedites, escalations and call logs through the CRM system MS Dynamics and work within SAP to process orders, look up inventory, account information and other account management related tasks
• Resolve problems by identifying the customer's concerns / request; determining the cause of the problem; selecting and explaining the best solution to solve the problem;

expediting correction or adjustment; following up to ensure resolution

• Go the extra mile to engage customers and gather accurate information
• Analyze ongoing reports to support the team's KPIs while proactively resolving issues
• Accepts ownership of individual results and meeting call center call quality metrics
• Maintains in-depth working knowledge of systems and processes
• Provides timely feedback to Customer Care Management Team regarding issues being escalated, service failures or customer concerns
• Ensure all processes in department comply with ISO 9001 standards or policies

Qualifications

Language Capabilities

Fluent in English

Education Requirements

• Bachelor's Degree in Business Administration or a related field preferred
• High school diploma or equivalent required

Technical Requirements

• Demonstrated phone handling skills to include cold and warm calls
• Demonstrates responsiveness and sense of urgency when dealing with customers
• Must be able to work assigned shift (M-F between 7 : 00am to 6 : 00pm)
• Basic understanding of mathematical concepts related to customer inventory, pricing, and credits
• Preferred experience using SAP & CRM systems
• Experience with Cisco phone systems is a plus

Experience Requirements

5+ years of Customer Service experience

Mobility & Travel Requirements

• None
• The ESAB Group Inc. is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.*

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