Technical Service & Order Entry Specialist
Chicago, IL

Job Description

Summary Salary: Starting salary will be based on experience and credentials Team: Customer Service Location: Chicago - USA Description

This will be a great opportunity for someone to join a dynamic team and be critical components to ensuring that Dyson customers have the best experience possible. They will work with Dyson's Sales and Operations teams to ensure the prompt delivery of technical service support, order processing and general customer service. The ideal candidate will be someone who has demonstrated excellent communication skills, technical service aptitude, strong attention to detail and organizational skills. The ability to respond to continual change and challenges within a fast paced environment while maintaining customer relationships and high service levels is essential.

Accountabilities

Ensure accurate & timely sales order processing of distributor and end customer orders

* Coordinate and act as customer service liaison between B2B customers and internal departments
* Daily entry of B2B purchase orders into CRM system (Salesforce.com)
* Ensure order accuracy and resolve any discrepancies related to pricing, quantity, or terms
* Manage new customer account setup procedures
* Input tracking information into Salesforce daily
* Address all purchase order related inquiries promptly & professionally

Provide excellent technical service support for customers

* Coordinate and act as technical service liaison between B2B customers and internal departments
* Answer incoming technical service calls and e-mails from B2B customers in USA and Canada
* Troubleshoot and resolve all technical service issues
* Schedule third-party service technicians to service products as needed
* Daily entry of B2B service orders into CRM system (One View)
* Provide order status information on B2B technical service orders as requested
* Notify and partner with customers to resolve errors or discrepancies on orders
* Send weekly and monthly updates to the wider team on technical service resolutions and trends
* Develop technical product expertise for all B2B products

Appropriately communicate problems and implement solutions

* Work closely with Dyson sales and customers to identify and resolve any external order issues
* Communicate daily with Dyson inventory and production planning team to ensure inventory shortages are minimized
* Work closely with Dyson Operations team to identify and resolve any internal order issue with customer or item set up

Fulfill other duties as required

* Preparation of ad hoc reporting as necessary
* Identify and implement process improvement procedures as necessary

Skills

Experience and Education

* 2-5 years of service support experience required, preferably in a Customer Service environment
* Technical aptitude or electrical wiring highly preferred
* High School Diploma or equivalent required, Bachelor's Degree preferred
* Knowledge of CRM systems and/or scheduling tools preferred
* Experience communicating with various levels of an organization
* Ability to clearly provide direction in written and verbal communications
* High sense of urgency and willingness to take ownership and see problems and challenges through to resolution
* Proficient in Microsoft Outlook, Word, Excel, PowerPoint

Skills

* Ability to understand the Dyson brand and uphold its integrity
* High level of customer service orientation required-a desire to help or serve others, to identify and meet their needs
* Ability to work over-time as needed
* Strong written, verbal and interpersonal communication skills
* High level of computer literacy including intermediate level experience with Microsoft Office
* A meticulous approach to planning and organizing including a proven ability to prioritize tasks and meet strict deadlines
* Proven ability to build and maintain strong relationships with people at all levels of a business
* Knowledge of Dyson products would be a distinct advantage
* Bilingual preferred - Spanish

Benefits Dyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you'll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it's an exciting team environment geared to fueling and realizing ambition.Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.