Customer solutions specialist job description

Coupa Software (NASDAQ: COUP), a leader in business spend management (BSM), has been certified as a “Great Place to Work” by the Great Place to Work organization. We deliver “Value as a Service” by helping our customers maximize their spend under management, achieve significant cost savings and drive profitability. Coupa provides a unified, cloud-based spend management platform that connects hundreds of organizations representing the Americas, EMEA, and APAC with millions of suppliers globally. The Coupa platform provides greater visibility into and control over how companies spend money. Customers - small, medium and large - have used the Coupa platform to bring billions of dollars in cumulative spend under management. Learn more at www.coupa.com. Read more on the Coupa Blog or follow @Coupa on Twitter.

Do you want to work for Coupa Software, the world's leading provider of cloud-based spend management solutions? We're a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we're building a great company that is laser focused on three core values:
1. Ensure Customer Success - Obsessive and unwavering commitment to making customers successful.
2. Focus On Results - Relentless focus on delivering results through innovation and a bias for action.
3. Strive For Excellence - Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.
Responsibilities:Identify, qualify, develop and close new service engagements jointly with with Account Managers/Sales and supporting functions Understand client needs and identify new business opportunities Be an active part of the sales cycles, covering all aspects of Coupa services Design, estimation and/or scoping of engagements both direct and partner led Support development of customized service offerings to meet client needs Provide feedback to Solution Delivery Team on fitness of existing packages to customer needs and support continuous improvement Develop and regularly maintain service sales forecast for company leadership and steering Work in compliance with company standards and business guidelines Regular travel (typically within the Central region) will be required on an as needed basis
Requirements:10+ years working in a similar role selling consulting projects, solutions or managed services for a Software/SaaS firm Must have sold and managed services engagements with large, complex multi national customers Strong and demonstrable experience working with C Level executives Extensive, relevant experience of selling professional services to executive level prospects Credibility at all levels and evidence of building strong relationships internally and with the customer and partners Structured and rigorous yet able to take risks where necessary & solutions minded Possess a strong service orientation and finds challenge in problem solving complex situations Strong knowledge of tools including Sales Force, Excel, Word, OpenAir or similar Demonstrable track record of sales over achievement Good knowledge of procurement and accounting processes Fluent in both German and English
#LI-Remote

At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today's dynamic businesses. It's our people who make it happen, and we strive to attract and retain the best in every discipline.

We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches…And much more!

As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.

Please be advised, inquiries or resumes from recruiters will not be accepted.

Linde is a leading global industrial gases and engineering company with 2020 sales of $27 billion. We live our mission of making our world more productive every day by providing high-quality solutions, technologies and services which are making our customers more successful and helping to sustain and protect our planet. The company serves a variety of end markets including chemicals & refining, food & beverage, electronics, healthcare, manufacturing, and primary metals. Linde's industrial gases are used in countless applications, from life-saving oxygen for hospitals to high-purity & specialty gases for electronics manufacturing, hydrogen for clean fuels and much more. Linde also delivers state-of-the-art gas processing solutions to support customer expansion, efficiency improvements and emissions reductions. For more information about the company, please visit our website at www.lindeus.com.

Linde Gas & Equipment Inc. is seeking a Customer Service Supervisor to join our team located in Bethlehem, PA.

The Customer Service Supervisor position is responsible for performing and monitoring day-to-day Customer Excellence Center (CEC) activities and processes in a customer service environment with the objective of creating an outstanding customer experience.

The Customer Service Supervisor position requires hands on engagement with team members, external and internal customers, and daily activities with an eye for process adherence and improvement within the department and organization.
Customer Service Supervisor

* Responsible for client support in specific geographic region
* Supporting the CEC in reaching productivity and service level goals for the department through monitoring of various daily reports and department planning including the monitoring of orders, monitoring cut and reschedules processed by CEC, scheduling, etc.
* Performance Management of Call Center Representatives; coaching, development, and discipline
* Supervise, train and coach Call Center Representatives
* Take a lead role in establishment, documentation and implementation of the CEC training plan for new hires.
* Coordinate new hire shadowing, computer set up and training, and phone training handling customer calls.
* Process improvement - Identify areas for process and improvement, take steps to implement, monitor and evaluate. Uses Six Sigma, Lean & process mapping skills to improve processes and productivity
* Demonstrates interpersonal, project management, professional written and verbal communication skills and a positive attitude
* Prepares management reports as required
* Ability to analyze data and develop strategic improvement plans based on trend patterns
* Develop relationships with key sales, customer support, distributor, and region management personnel to achieve specific goals and service level standards
* Utilizes excellent and professional communication skills to ensure that all internal and external customer needs are met.
* Speak knowledgeably and comfortably about the CEC's tasks and responsibilities, positively promoting the CEC to others.
* Interfaces professionally and in a timely manner with inter-company departments and regions, responding to the needs of internal customers.
* Attend and present at conferences within the region on CEC best practices, new technologies and initiatives.
* Participate in the CEC interview, hiring and onboarding process
* Demonstrated ability of meeting deadlines and ability to follow-through
* Other duties as assigned

Requirements

* High School Diploma required / Bachelor's Degree preferred
* Minimum of 2 - 4 years of customer service or in store sales experience preferred
* Knowledge of specialty gas, industrial gas, medical gas and welding related products preferred
* 1-3 years of supervisory experience preferred
* Excellent verbal and written communications skills
* Expertise in computer systems and computers applications

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.

Customer Solutions Specialist-22000918 Description Linde is a leading global industrial gases and engineering company with 2020 sales of $27 billion. We live our mission of making our world more productive every day by providing high-quality solutions, technologies and services which are making our customers more successful and helping to sustain and protect our planet. The company serves a variety of end markets including chemicals & refining, food & beverage, electronics, healthcare, manufacturing, and primary metals. Linde's industrial gases are used in countless applications, from life-saving oxygen for hospitals to high-purity & specialty gases for electronics manufacturing, hydrogen for clean fuels and much more. Linde also delivers state-of-the-art gas processing solutions to support customer expansion, efficiency improvements and emissions reductions. For more information about the company, please visit our website at www.lindeus.com.

Linde Gas & Equipment Inc is seeking a Customer Solutions Specialist to join our team located in Cahokia, IL.

The Customer Solutions Specialist is responsible for performing customer service activities in a call center environment with the objective to create a better overall customer experience. Customer Solutions Specialist receive and handle all incoming customer inquiries; taking complete ownership of issue(s) until the customer's goal and/or need is achieved.
Customer Solutions Specialist

Maintains ongoing relationship with regional customers and sales staff by answering incoming calls, correcting order issues, processing customer orders, and resolving customer product or service issues.

Processes sales orders and order changes and confirms shipment/delivery dates and cancellations.
Provide welding supplies sales and support to customers, other Customer Solutions Specialists, as well as our outside sales team.
Uses business software systems to retrieve customer information, verify inventory levels and process orders.
Verifies customer credit status and completes necessary paperwork to issue credits or debits.
Provides quotes and assistance to sales force and management within set parameters.
Suggests additional and/or alternative products and services to meet customer needs, following established pricing guidelines.
Provides customers with informational materials such as sales brochures, marketing flyers, etc.
Responsible for phone inquiries for service calls and part orders.
Builds and maintains effective working relationships with all internal Linde customers.
Performs at a high level to meet call center performance metrics.
Other duties as assigned.

Qualifications

High School Diploma required, college or equivalent experience preferred
Trade school for welding preferred. Minimum of High School Diploma required, college or equivalent experience preferred
Minimum of 2 - 4 years of customer service or in store sales experience required
Prior industry experience including knowledge of current company products (hardgoods and welding supplies, industrial gas, specialty gas and medical gas) required
Hands on experience in welding industry, preferred
Knowledge of mig, tig, stick, and oxy fuel cutting and welding preferred
Strong computer skills, including Microsoft applications and Lotus Notes
Excellent verbal and written communications skills
Proficiency in computer systems and computers applications
Strong verbal and written communication skills
Demonstrated ability to work independently and be self-motivated
Ability to work flexible hours

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.
Primary Location Illinois-CahokiaSchedule Full-time Job - Sales & MarketingUnposting Date Ongoing