ESAB is a world leader in the production of welding consumables and equipment. Our brand is synonymous with world-leading expertise in the following key areas: * Manual welding and cutting equipment * Welding consumables * Welding automation * Cutting systems Celebrating 110 years since its founding, ESAB now serves a global market. We are represented in almost every country by subsidiaries or agents providing sales and support. ESAB also has manufacturing plants across four continents. Manufacturers everywhere are looking for ways to improve productivity and reduce operating costs. One way to achieve this goal is to align with a welding and cutting partner that offers a complete line of innovative solutions that meet the current demands of industry. ESAB has led the way in research and development of better technologies and products for this industry since its founding. ESAB has many great minds working on ways to make our industry stronger and better able to meet the needs of the future. We are constantly striving to expand our product offerings from the best in traditional welding applications to large automated manufacturing facilities. ESAB continues to offer world-class technical support and educational opportunities to help our customers work smarter and better. We are dedicated to working with customers to help them be more productive, more profitable, and better able to compete.

Location (city & State/Country): Denton, TX. United States

Position Title: Customer Care Associate

Position Overview

The Customer Care Associate will maintain long-term, trusting relationships with our customers by offering end to end customer support. 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.

Duties & Responsibilities

• Maintain strong and positive relationships with existing customers through effective problem resolution and efficient service delivery
• Review customer requests for special and tested orders. Must be able to understand customer specifications and requirements for military and nuclear quotes/orders
• Review government contracts and ensure that the orders are aligned with the customer's expectations
• Analyze previous test data to determine if new requests can be filled
• Must be able to access internet to pull customer specifications from their websites when required
• Nurture positive relationships and be able to communicate with the Quality Assurance, R&D, Production Scheduling, and Outside Sales groups to manage the accounts
• Be able to relate information and communicate effectively with the end user
• Will need to determine which tests are required and calculate test charges accordingly
• Process quotes in SAP referencing customer specifications, product / part number, assign minimum order requirements when necessary, include test charges and special notes, showing all exceptions if necessary
• Must be able to anticipate future releases with some accounts, base best guess dates on history
• Run weekly reports and update dates on items not released so they do not show up as past due
• Be able to manage Consignment Accounts and offsite inventory located at various customer locations
• Responsible for invoicing weekly/monthly, as required by each account
• Retrieve certifications from all available sites, including ECS and Korea.
• Maintains in-depth working knowledge of systems and processes
• Demonstrates attentiveness, responsiveness and a sense of urgency when dealing with customers
• Provides timely feedback to Customer Care Management Team regarding escalations, service failures or customer concerns
• Ensure all processes in department comply with ISO 9001 standards or policies

Qualifications

Language Capabilities

• Fluent in English

Education Requirements

• Bachelor's Degree in Business Administration or a related field preferred
• High school diploma or equivalent required

Technical Requirements

• Demonstrated phone handling skills to include cold and warm calls
• Demonstrates responsiveness and sense of urgency when dealing with customers
• Must be able to work assigned shift (M-F between 7:00am to 6:00pm)
• Basic understanding of mathematical concepts related to customer inventory, pricing, and credits
• Preferred experience using SAP & CRM systems
• Experience with Cisco phone systems is a plus

Experience Requirements

• 5+ years of Customer Service experience

Mobility & Travel Requirements

• None

The ESAB Group Inc. is proud to be an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.