Stulz

Manufactures precision air-conditioning units and chillers

Customer Support Coordinator

Customer SupportUpdated on Nov 14

Full-timeFrederick, MD, USA$21 - $23 /hrIn-person

About the Job

Requirements

A high school diploma is required.
One to two years of customer service experience or equivalent customer service experience is required.
Proficiency in Microsoft Office software is required.
Ability to learn and become highly effective in SAP, an enterprise resource planning system.
Ability to work without direct supervision and independently, as well as as a team member.
Strong verbal and written communication skills, punctuality, professionalism, patience, and empathy in time-sensitive situations.
Attention to detail and sound practical judgment of priorities are required.
Interest in helping and working with customers is required.

Responsibilities

Support incoming phone calls and emails for Technical Support.
Create and manage Service Notifications within SAP and assign them to the appropriate Technical Support Technician.
Monitor open Service Notifications and follow up with Technical Support Technicians on notification status.
Provide daily reports to the Technical Support Team.
Assist Sales Representatives, Regional Sales Managers, and Key Account Managers with job history when requested.
Process on-call payroll.
Manage on-call technicians in coordination with the answering service.
Help identify process efficiencies and compliance needs.
Document work processes for the area of responsibility.
Perform other duties as required.

Desired Qualifications

SAP experience is preferred but not required.
High-volume call or fast-paced call center experience is preferred but not required.

Summary: Central point of contact for incoming phone calls for Technical Support. This position provides administrative and project support to the Technical Support Team within Product Support.

Essential Duties and Responsibilities

Technical Support Coordination:

Support incoming calls and emails for Technical Support
Create and Manage Service Notifications within SAP and assign to the appropriate TS Technician
Monitoring of open Service Notifications and following up with TS Tech on notification status
Provide daily reports to the TS Team
Assist Sales Reps, Regional Sales Managers and Key Account Managers with job history when requested
Process on-call payroll
Manage on-call techs with the answering service
Other duties as required

Process

Help identify process efficiencies and compliance.
Document work process for area of responsibility.

Qualifications / Characteristics

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Customer Support Coordinator must be committed to service excellence and demonstrate a Customer First attitude at all times, possess excellent verbal and written communication skills; must be punctual; self-motivated; have ability to work without direct supervision and must display professionalism, patience/empathy in time sensitive situations.

Ability to learn and become highly effective in SAP (ERP system)
Strong work ethic, trainable, coachable, flexible and visionary
Calmness under pressure
Attention to detail a must
Good decision making and communication skills
Interest in helping and working with customers
Sound practical judgement of priorities
Ability to work independently and as a team member

Education

High School Diploma
1 – 2 years in Customer Service or equivalent customer service
Proficient in Microsoft office software
SAP experience preferred, but not required
High call volume/fast-paced call center experience preferred, but not required

Hourly Rate: $21 - $23/hour

About the Company

Stulz

Manufactures precision air-conditioning units and chillers

STULZ designs and manufactures precision air-conditioning units and chillers, and supplies air-conditioning and humidification systems along with service and object management. Its systems provide controlled cooling and humidity for critical environments like data centers and telecoms through packaged and modular equipment installed and maintained by a global network. The company differentiates itself with a wide international footprint, a specific focus on data-center cooling, and a broad service and management offering supported by large-scale production. Its goal is to deliver reliable climate-control solutions worldwide for data centers, industry, and commercial spaces through its extensive production, installation, and service network.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Hamburg, Germany
Founded: Not listed

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