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Customer Support Specialist

Saxco International

Concord, CA

Job Description:

Position Purpose
The customer solutions specialist works as a part of the customer solutions team. She/he will primarily be responsible for fulfilling customer needs. In addition, she/he will also assist with Business development, Marketing and other Customer Service activities. Customer solution specialists are significantly client facing. She/he possesses well-honed presentation and communication skills and demonstrate subject matter expertise. Customer solution specialists will develop and maintain an expert knowledge of Saxco’s value proposition, to a level that will allow them to demonstrate solutions confidently and persuasively to existing and potential customers.

Principal Responsibilities
•  Enter customer orders in a timely fashion and enable quick fulfillment of customer orders
•  Act as the first point of customer contact and handle customer queries within the set Turnaround time
•  Work collaboratively with other Saxco departments like Sales, Finance, Supply chain & Distribution, to ensure proactive fulfillment of customer needs
•  Manage internal & external communication effectively. Ensure organization wide visibility, using Saxco’s ERP & CRM systems.
•  Manage customer data through regular, periodic updates to customer accounts on CRM system
•  Call prospective customers and present Saxco’s capabilities, generate and provide leads to sales team. Where & when possible, cross-sell or upsell other Saxco range of
products and value-added services
•  Build a healthy working relationship with potential customers and customers. Use knowledge and expertise to develop and deliver solutions that fit customer needs
•  Work alongside teams like Sales, Pricing & Supply chain during client engagement activities, in order to build relationships, maximize sales opportunities and propagate to the clients Saxco’s standing as the premier choice for premium packaging solutions
Other Responsibilities
•  Participate as needed in exhibitions and other promotional activities
•  Provide product and ‘sales pitch’ expertise, for a variety of sales/marketing activities

•  Product and Industry knowledge preferred but not required
•  Over five years of experience in the desired role
•  Bachelor’s degree preferred but not required
•  Preferred experience in Customer Service and Supply Chain
•  In depth understanding of the revenue cycle process
•  Willing to travel quarterly to key customer appointments and trade shows as needed

Skills and Abilities
•  Excellent interpersonal and oral & written communication skills
•  Ability to work under pressure and work to tight deadlines
•  A good general understanding and knowledge of IT
•  Capability and desire to develop technical knowledge and apply within a customer environment
•  Good administrative skills using MS Office products, Microsoft AX ERP and MS Dynamics CRM systems

Personal Attributes
•  Personable and enthusiastic
•  Well-developed interpersonal skills
•  Collaborative, participative team player

Additional Information:

Job Posted:
Tuesday, January 14th
Type of Work:
Full Time

Contact Information:

Saxco International
Ashley Mendoza