Customer Service Specialist

at  National Instruments

The Staff Customer Service Representative (Staff CSR) will be part of our Shared Service Centers across the globe, providing services & support to our customers. A Staff CSR will be responsible for managing customer orders, product returns, quotations, outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities. This role requires a high-level of accuracy and independence in performing these mentioned tasks, as well as the ability to coach others when it comes to processes. Assignation to a certain customer Tier/account may happen to build customer intimacy and business acumen.

• Manage/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities.
• Understand and interact with a variety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.
• Support sales opportunity management cycle for the customers by fulfilling operational requests.
• Provide differentiated operational support through NI’s business model (Tiering) throughout the sales and post-sales cycle.
• Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle, SFDC, Outlook, and other internal business applications.
• Timely follow-up with customers on pending actions to support their needs through multiple phone, email, and chat channels.
• Support standard and non-standard customer inquiries regarding order process creation or modification, supply chain implications, or other information regarding their accounts through phone, email, or chat.
• Create and manage customer data records to ensure proper data integrity of our customer records.
• Drive escalation and continuous improvement for Customer Operations organization.
• Active participation in the revenue maximization motions especially during the end of quarter (EOQ).
• Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the company direction by involving cross-functional members.
• Manage post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.
• Maintain an excellent record of accuracy and independence especially for the quote and order management tasks.Coach other team members when needed, to ensure the good practices are well-circulated within the team.