ESAB Denton
  • 23-Oct-2019 to 22-Mar-2020 (EST)
  • Denton, TX, USA
  • Full Time

Medical, dental, vision, 401k matching and more!


Denton is the largest ESAB manufacturing site in North America.  It is home to high volume wear parts for razor-razor blade model Welding and cutting tips i.e. Velocity.  The site also produces high volume components for Hermosillo final assembly and takes claim for the HPI configurator line.  Another unique product for Denton is the special guns and cutting torches that span across multiple product lines. Exothermic final assembly products are also manufactures in Denton. Denton's newly added, distribution center services many key customers such as Airgas, Praxair, Matheson and independents along with contractors, oil and gas, and construction.  Denton is also unique for being ESAB's Center of Excellence as our key functions are located in this facility.  Some key attributes are local Research & Development for innovation, a major distribution center for US and global sales on Accessories & Adjacency products, the North America and international customer care support and a shared service center for North America.  The Denton location employees approximately 475 full time and temporary associates with an average length of employment of over 11 years!

 

Position Summary:  

The Customer Care Associate will maintain long-terms, trusting relationships with our customers by offering end to end customer support on: deliveries, expedites, returns, quoting, order management, and returns. This roll handles high volume daily customer calls and e-mail inquiries. The CCA ensures proper follow up and follow through for successful resolution of customer inquiries to deliver an excellent customer experience for ESAB's internal and external customers. The candidate must have strong communication and problem solving skills with a customer centric approach while effectively being able to multi task in a fast paced, results oriented environment. 

 

Qualifications:

  • Minimum 3 years in Customer Service experience. Stable work historyrequired
  • Customer Service experience in a manufacturing/industrial environment is aplus
  • 2-year degree minimum, 4 year preferred
  • Preferred experience using SAP & CRM systems able to efficientlyand effectively navigate through complex computer based systems
  • Experience with Cisco phone systems is a plus
  • Strong computer aptitude skills in MS Office programs with emphasis in Excel. Technical mindset and fast learner. Able to comprehend the product and market knowledge.
  • Excellent verbal and written communication skills. Strong phone contact handle skills
  • Great problem-solving skills and able to diffuse difficult situations
  • Active listening and strong interpersonal skills, with the ability to develop and maintain effective working relationships with customers in a dynamic and fast-paced environment
  • Strong organization skills and time management skills, ability to work well under pressure, and able to effectively multi task and prioritize
  • Ability to work independently with minimal supervision and also works well as part of a team
  • Takes initiative and accepts additional responsibility willingly
  • Consistently exceeds expectations in all performance areas
  • Demonstrates professionalism and presents a positive image of the company
  • Positive attitude mindset. Makes good decisions. Able to maintain positive relationships with the team.
  • Demonstrates responsiveness and sense of urgency when dealing with customers
  • Flexible to schedule changes when necessary
  • Strong work ethic: Punctual, responsible, business driven, customer focused, willing to train in complex systems
  • Ability to problem solve with mathematical calculations (customer inventory,price issues,credits)

 Responsibilities:

  • Maintain strong and positive relationships with existing customers through effective problem resolution and efficient service delivery
  • Serve as single point of contact for key accounts; update job knowledge by participating in trainings, and maintaining professional relationships with the Sales group and other internal departments
  • Acts as liaison between the customer, sales, and ESAB
  • Focus on delighting the customer through effective customer service by investigating, analyzing, and resolving outstanding issues to achieve customer satisfaction
  • Receive and maintain high volume of incoming calls and while delivering excellent customer care
  • Responds to internal/external inquiries regarding: order status, quotes, expedites, deliveries, returns, product and warranties, supports accounts end to end
  • Keep record of customer interactions, customer issues, expedites, escalations and call logs through the CRM system MS Dynamics and work within SAP to process orders, look up inventory, account information and other account management related tasks
  • Resolve problems by identifying the customer's concerns/request; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Go the extra mile to engage customers and gather accurate information
  • Analyze ongoing reports to support the team's KPIs while proactively resolving issues
  • Accepts ownership of individual results and meeting call center call quality metrics
  • Maintains in-depth working knowledge of systems and processes
  • Provides timely feedback to Customer Care Management Team regarding issues being escalated, service failures or customer concerns
  • Ensure all processes in department comply with ISO 9001 standards or policies

 

Position Type and Expected Hours of Work:
This is a full-time position: hours and days of work are Monday through Friday, between a range of 7:00 AM to 6:00 PM (depending on shift).

 

Benefits:  

  • Medical, Dental & Vision Coverage for Full-Time Employees
  • 401(k) Match
  • Paid Time Off (PTO)
  • Flexible Spending Accounts (FSA)
  • Group Life and AD&D Benefits
  • Long Term Disability
  • And Much More!!!


Work Environment:

While performing the primary duties of the job, the employee is regularly exposed to general office and manufacturing environments. This role routinely uses standard office equipment such as computers, phones, printers and photocopiers, small products and parts. This is a full-time position, however, work outside normal business hours may occur.


This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with it.

Qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, citizenship, age, disability, veteran status, or any other status protected by applicable law.  ESAB is committed to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.

ESAB Denton
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