Customer Care Specialist II

Responds to inquiries and requirements from business partners/customers in a timely and professional manner incl. product information, price, availability, lead-time, order entry, basic technical assistance, expediting, etc. Demonstrates a consistent commitment to service excellence by maintaining a high level of professionalism, integrity, ethical behavior and mutual respect at all times Follows standard operating procedures (SOPs) and business guidelines Strives to provide a timely first call resolution utilizing designated support and business resources, and provides a warm transfer to an appropriate supporting colleague when not possible Coordinates with sales team members on customer support and growth initiatives Participates in business partner/customer visits to WIKA locations Travels to business partner/customer sites to support business objectives on a semi-annual basis (3-5% travel) Participates in regularly scheduled reviews of business partner/customer accounts to include sales figures, products sold, and forecasting for future demands Participates in Corrective Actions stemming from business partner/customer feedback. Participates in activities and programs to improve NPS (Net Promoter Score) of assigned business partners/customers Identifies efficiency challenges with business partners/customers Promotes continuous learning through participation in group trainings and can demonstrate a basic level of product, application, business or industry knowledge Executes proactive cross selling opportunities to grow WIKA sales with assigned business partners/customers Participates in relationship matrix between business partner and WIKA inside sales teams Participates in business partner/customer training programs for inside sales as well as identifies potential training gaps. Participates in special projects as assigned