Description

Purpose of Position:

The primary role of this position is to support customers via telephone, online chat and email with order entry, pre-sale specifications, and post-sale technical assistance. Must ensure the customer’s needs are met timely and accurately to satisfy and retain customers which ultimately leads to increased opportunistic sales and sales leads. The TSS associate must also help exceed the customers’ expectations by relaying information from associates and customers to the company so the company can continue to improve its sales through Voice of Customer (VOC).

Essential Functions:

• Acts as liaison / customer advocate interfacing with other Hach departments
• Ensures long term customer relationships by utilizing professional and pleasant customer service skills
• Provides prompt, accurate answers to technical questions and processes order entry requests from customers through telephone, online and email
• Enters customer orders into the company’s order entry database
• Checks and releases various order holds as assigned for the position
• Assists with requests on pricing, shipping, product availability, terms and conditions and item information
• Serves as a backup to Technical Support overflow
• Develops understanding of Hach Lab instrumentation and applications
• Resolves technical issues from customers and provides prompt, accurate answers to pre-sale and post-sales questions
• Identifies sales opportunities, and understands the industries, vertical markets, and products and offers suggestions for complementary items to the customers
• Identifies and enters sales leads
• Understands Hach commercial policies
• Maintains knowledge of Hach customers, markets, and distribution channels
• Completes Level I Technical Support Specialist certification program
• Completes Customer Support certifications

Critical Competencies/Leadership Anchors:

Charts the Course –

• Ability to identify and utilize resources and display strong ownership skills
• Ability to accomplish multiple goals and projects delivering expected results
• Ability to quickly assess new situations, prioritize critical tasks, and develop objectives towards resolution

Builds, People, teams & Organizations –

• Engaged in daily work and takes initiative to practice and apply new skills to continuously improve performance. Leverages strengths of other associates

Drive innovation & Growth-

• Is committed to excellence and understands how daily work impacts the customer
• Dedicated to exceeding the expectations of both internal and external customers
• Demonstrates the ability to generate new ideas and improvement opportunities through customer feedback, VOC

Qualifications

• AA or AS degree required
• Preferred background in Analytical Chemistry, Biology, Environment Sciences or equivalent relevant work experience
• Experience in one or more of Hach’s key markets (drinking water, wastewater, and industrial) preferred
• Minimum one year experience in technical support or field service preferred
• Prior contact center experience helpful
• Demonstrated ability to adapt to a fast-paced contact center environment, with strong emphasis on multi-tasking while actively listening to customers
• Proven ability to make sound customer related decisions and respond quickly to customer needs
• Demonstrated computer proficiency with MS Office, Salesforce and Oracle preferred
• Cisco, Upstream and Windows 7 OS software experience preferred
• Proven ability to adapt to changes in expectations, metrics, and environment as business needs demand

Environment: Office environment

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is constantly required to sit. The employee may occasionally squat, turn/twist, or reach. The employee is constantly using hands to: finger, handle, feel or operate objects, and computer keyboards. The employee is occasionally required to walk, stand, climb, balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell.

The employee must occasionally lift, carry, push or pull up to 20 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment consists of an indoor, work or home office environment with good ventilation, adequate lighting, and low noise levels.

The duties listed in job descriptions are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. The purpose of this description is to assist in ADA compliance and is not intended for other purposes such as collective bargaining, or compensation.

PRE-EMPLOYMENT TESTING:

External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review.

Hach is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.