Customer Service

Festo Pneumatic

The Customer Service Agentoversees important and strategic accounts in the

Contact Center. This includes answering all inquiries about products and services,

accurately processing orders and quotations and resolving complaints and returns.

Travel expectations: NA

Responsibilities:

Responsible for answering a high volume of inbound and outbound calls, email, chat

and other forms of communication as well.

Maintains professional interactions when communicating with customers

Manages the ordering process by coordinating and communicating expected delivery

times and handling shipment-related inquiries.

Acts as the first point of contact for escalated customer complaints related to lost

shipments, backorders and investigations.

Offers product solutions in response to individual customer needs

Supports existing and potential customers as well as Festo sales staff and Festo

sales partners.

Provides Festo website and catalogue navigation for products and services

Partners with internal departments to investigate and resolve customer issues

Audits customer orders for completeness and accuracy related to Festo processes

Completes all necessary follow-up and administrative tasks required

Participates in special projects and other duties, as required.

Process orders, quotes and inquiries via email and portal websites from customers

and rep

Knowledge, Abilities and Experience:

Bachelor's degree in administrative fields, engineering, or related areas.

A minimum one or two (1-2) years of customer service experience in an office or call-

center environment.

Advanced English Language is mandatory

Excellent interpersonal skills - must have the ability to communicate with diplomacy

and interact with customers in a professional and positive manner

Highly attentive to detail and fact-finding as to ensure accuracy of reporting

Extremely well organized and resourceful with the ability to prioritize urgent tasks

Ability to interpret customers issues to produce quick, effective results

Resolves customer queries with a sense of urgency using a collaborative and

customer-focused approach

Intermediate skill level in Microsoft Word, Excel, and Outlook

Ability to work independently with minimal supervision

Possesses a positive, team player attitude

Hands-on experience with SAP is considered an asset

Required to work varying shifts including evenings and statutory holidays when

requested. Hours may be modified to reflect the changing demands of the busines

Physical requirements:

You should spend more than 70% of your time seated, as customer requests are

received electronically.