Customer Support Specialist

locationUSA, USA
portfolioSales
calendarPosted 22/11/2023

Why Join AVIRE?

Do you have an entrepreneurial mindset? Do you like being part of high growth, high impact environments? Are you looking for an opportunity to provide your customers with consultative support–growing our business together? If you have answered yes to these questions, we should connect!

The Americas AVIRE team is looking for a highly driven, highly motivated individual to take us to new heights. In this role, you will be responsible for providing outstanding service support for our customers. You will be a part of a team of Regional Sales Managers, Territory Sales Managers, Customer Services Specialist, Inside Sales Specialist, Technical Support Specialists, and Marketing Communications experts with the collective goal to provide the best customer experience in the industry, supporting our customers through every stage of the buying process. Further, you will be a part of a team that has a track record of delivering double digit compound growth while supporting each other. This position will report to the Commercial Sales Operations Manager.

What you will do:

  1. Process sales orders and transactions; Process changes orders, credits, credit card transactions and product return authorizations.
  2. Review order status reporting to ensure accuracy and to drive proactive customer outreach
  3. Provide quotes to customers for requested projects
  4. Manage inbound calls, oubound calls and emails in a timely manner, and maintain records utilizing our CRM – Salesforce.com
  5. Identify customers’ needs and provid solutions when handling customer requests
  6. Communicate with other areas of the company with regards to customer questions and concerns
  7. Run order reports to proactively ensure orders are shipped on time
  8. Provide basic technical support on product issues
  9. Meet personal and team qualititative and quantitative targets, as well as contribute to process improvements and initiatives to help drive a best-in-class customer service experience
  10. Advocate for customer needs within the business providing insights to other functional areas to ensure continuous improvement
  11. Performs other job duties as assigned.

We want someone who displays:

  • Action-Oriented Curiosity: You readily take on challenges, and you identify and seize new opportunities. You have an outstanding history of delivering on your projects. You work on the problems that truly need solving, and you effectively challenge the organization to be better. You can cut through the clutter and focus on the priorities that align with organizational objectives.
  • Collaboration: You embrace the unique experiences, viewpoints, and abilities of your teammates and proactively engage those differences to come to the best possible outcome.
  • Empowerment: You thrive in an environment where you can make decisions. You do not shy away from taking a stand, and you recognize the importance of challenging the team to ensure that we strive for more.
  • Accountability: You take responsibility for your actions, and you deliver on your commitments.
  • Inclusion: In all aspects of your work, you treat everyone with respect.

Performance Objectives

  • Achieve a high level of customer satisfaction by consistently attaining customer service standards measured through net promoter scoring
  • Resolve customer complaints and issues efficiently, resulting in a high resolution and response rate
  • Increase sales by effectively upselling and cross-selling products and services
  • Maintain accurate customer records and transactions within Salesforce 
  • Identify customer needs, clarify information and provide solutions with a high level of efficiency when handling customer requests
  • Resolve customer issues by working with internal departments and escalating issues when necessary

Job Skills

  • Strong interpersonal and communication skills
  • Proven ability to problem-solve
  • Strong active listening and empathy skills
  • Patience and composure under pressure
  • Excellent written, verbal, and interpersonal skills to work effectively with diverse groups of people both within, and outside, of the organization
  • Fluent in English and primary language used in area of responsibility and/or location

Qualifications

  • Associates degree in Business Administration, Marketing, Communications, Sales, Engineering, or a related field or equivalent experience. Bachelor’s degree is preferred.
  • A minimum of 1 years of customer service or inside sales experience.

Who is AVIRE?

Connecting and Protecting People.  AVIRE combines 6 market-leading brands (Rath, Janus, E-Motive, TL Jones, Microkey, and Memco) within the elevator and emergency communications industries; currently offering light curtains,  emergency telephones / GSMs, and life safety solutions. Each brand has a strong market presence, a unique identity, a distinct product range, and a long, successful history. The group has manufacturing locations in 4 countries, R&D in 3 countries and Sales & Marketing in 11 countries employing over 500 people globally.

Avire is part of the Halma group (www.halma.com). Halma offers very high levels of autonomy to its operating companies, while providing support when needed, with a particular focus on talent development and investment in people. Halma employs over 6,300 people in nearly 50 subsidiary businesses based in over 20 countries. Through innovation and acquisition, we have developed a portfolio of market-leading companies within our three sectors: Safety, Medical, and Environmental & Analysis.

Avire is an equal opportunity employer.

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