CompanyCareers

Summary We are seeking an energetic Customer Support Representative. The right person will enjoy a fast-paced environment, is a proactive problem solver, strives to be an integral part of the team and the success of the company and strives to provide customers with the highest quality and the lowest impact of the environment as possible.

Core Duties

Inbound Telephone Support

·        Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:

o   Answering basic questions about the company’s operation, product, services

o   Entering, changing or checking on the status of orders using NetSuite ERP software

o   Tracking and escalating support calls to the appropriate department or personnel

o   Researching customer account issues

o   Screening and forwarding phone calls to XPEL employees

·        Logging all in-bound calls in to NetSuite

Technical Support

·        Answering calls from customers and internal employees about XPEL’s proprietary software, including:

o   Assisting with setting up, activating, deactivating and managing of customer accounts

o   Assisting with the installation, operation, and troubleshooting of cutting plotters

o   Supporting customers with basic questions about commonly used functions

o   Resolving technical problems and escalating problems for further level of assistance

·        Support customers with the use of XPEL’s website and on-line ordering tools

Order Management

·        Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite;

·        Monitor the Company Support Queue, answering or forwarding cases to the appropriate party

·        Finalize and process order fulfillments for XPEL’s various locations and third-party fulfillment locations

Outbound Support

·        Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:

o   Soliciting feedback from customers about the Company’s service, products or performance

o   Informing customers about Company products, offerings

o   Pro-actively calling customers in response to automated alerts about order delays or other problems

DAP support

·        Setting up new DAP accounts to analyze and monitor problems within the DAP system and handle quotes/catalog.

·        Creating DAP PDF catalogues (CSR will support as backup/requested)

Sales support

·        Follow-up of leads related to distributors.

Operational and Financial

·        Creating new customers, creating leads and other activities in NetSuite to coordinating the dealer locator. In addition, you are responsible for creating credits and/or RA's, invoicing (debtor administration, editing cases) and booking training courses

Job Requirements

• At least a MBO-4 education, for example MEAO
• Minimum 5 years of technical and customer support experience
• Experience providing support through live chats and email preferred
• Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
• Ability to communicate professionally and effectively
• Excellent phone, interpersonal, and organizational skills
• Demonstrates a sense of urgency and timeliness
• Knowledge of Dutch, English (verbal and in writing)
• Preferrable knowledge of German and / or Spanish