ESAB Denton
  • 20-Nov-2019 to 19-Mar-2020 (EST)
  • Denton, TX, USA
  • Full Time

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


Description

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!

 

Summary

The ESAB Customer Care Floor Coordinator interfaces with the Customer Care leaders, associates, internal departments, and sales representatives to provide outstanding customer care service, improve customer satisfaction and maintain positive nurturing relationships with the clients. This role oversees all activities of the CC Associates to reduce error rates, maintain a high productivity, improve the team's efficiency, meet KPIs, and provide on-the-spot solutions to order/customer related questions. The Customer Care Floor Coordinator is the first point of contact to resolve immediate issues, enhance customer relationships, and meet organizational objectives. 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.

 

Responsibilities

  • The CC Floor Coordinator acts as SME and first point of contact, this role provides constant floor support by handling complex complaints and inquiries
  • Drive operational and process improvements leading to improved customer service experience that delights customers and the sales force. Deliver quickly improvements to the team's metrics.
  • Motivate and nurture the customer care team ensuring that they provide the best possible customer care support while maximizing the team performance and applying best practices to areas of improvement
  • Analyze data and reports to drive improvements towards current KPI levels
  • Take ownership of all floor problems; respond quickly and provide accurate answers to resolve daily customer issues. Follow up and follow through to complete resolution
  • Focus on process improvement; drive root cause analysis and implement corrective actions
  • Assist in the preparation of the team's schedules, monitor attendance of CC associates, schedule breaks and shifts as necessary
  • Monitor the CCAs calls, review performance, provide feedback and coaching sessions to improve efficiency and customer support quality
  • Monitor and maintain adherence to attendance, punctuality, use of time off, etc.
  • Adapts the daily plans of work flow and priorities to manage the human resources and address operational challenges. Maintain orderly work of flow and prioritization
  • Update job knowledge by participating in trainings, and maintaining professional relationships with the Sales group and other internal departments
  • Ensure that clean data is being entered by the CCAs on customer interactions, customer issues, expedites, escalations and call logs through the CRM system MS Dynamics
  • Solid ability to navigate efficiently within SAP and make use of the system transactions to find answers, process orders, look up inventory, account information and other account management related tasks
  • Provides timely feedback to Customer Care leadership regarding issues being escalated, servicefailures or customerconcerns
  • Ensure all processes in department comply with ISO 9001 standards or policies

 

Qualifications

  • Proven working experience with increasing responsibility in customer service roles.
  • Minimum 2+ year in providing customer care support in fast paced, customer focused, high call volume, metric driven environment
  • Ability to maintain calm under pressure in a fast paced goal oriented environment
  • Strong ability to problem solve and manage and optimize processes and coordinate across multiple cross functional teams
  • Excellent verbal and written communication
  • IT mindset to be able to learn ESAB's SAP transactions and systems in a short period of time.
  • SAP experience required
  • Advanced MS Office knowledge with emphasis in Excel and Dynamics or Salesforce.com or equivalent CRM system (data analysis)
  • Ability to problem solve with mathematical calculations (customer inventory,price issues,credits)
  • Advanced troubleshooting, and organizational skills
  • Strong focus on Continuous Improvement and Process Improvements
  • Able to manage competing demands and easily adapts to changes in work environment and schedule
  • Strong relationship building and ability to show empathy and rapport. Positive and energizing personality
  • Detail oriented, strong time management skills, ability to multi-task, prioritize and deliver on competing deadlines under pressure, are a must for this role
  • Experience with Cisco phone systems is a plus
  • Experience in a manufacturing/industrial environment is aplus
  • Minimum 2-year degree or Bachelor's Degree in Business Administration or a related field

 

 

Benefits

  • Medical
  • Dental
  • Vision
  • 401(k) Matching

 

Work Environment

While performing the primary duties of the job, the employee is regularly exposed to general office and manufacturing plant 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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