CUSTOMER SERVICE REP 2 at Tennant Company in Eden Prairie, Minnesota

Job Description:

GENERAL RESPONISIBILITIES: List only key activities describing major tasks/duties, essential responsibilities, accountabilities, work relationships, and key activities associated with the role.

• Evaluate customer website issue(s) and determine how to resolve while upholding Tennant's current policies and procedures in regards to site access


• Use continuous improvement efforts to eliminate gaps in those policies and procedures


• Process and manage complete order (CO) holds from web orders in an accurate and efficient manner


• Create IT tickets and Web Change Request form for site and content issue on website


• Provide internal and external customer support via phone and email


• Demonstrate quality customer service and communication skills


• Manage variety of reports for web orders and service requests


• Ability to make decisions on behalf of the customer and Tennant Company in a timely fashion


• Ability to understand all necessary partner functions for customer interaction/relationship between SAP and website


• Proactively follow up with customer and involved parties until web issue is resolved or IT ticket closed


• Assist with answering the aftermarket phones as business needs arise

REQUIRED EXPERIENCE & EDUCATION:

• High School diploma or equivalent


• Two years in a customer contact business setting or a bachelor's degree preferred


• 12 months in current position preferred


• Completion of Customer Service new hire and service training


• Knowledge of internet preferred

REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS: In addition to the General Responsibilities, the following are requisite interpersonal and behavior skills of the position as well as:

• Ability to identify problems and make decisions based on the best interest of Tennant and its customers both internal and external


• Understands the importance of his/her role as a representative of Tennant by demonstrating a positive and professional service orientation to internal and external customers


• Anticipates, assesses, and responds effectively to the needs of diverse customers, both internally and externally, making excellent customer service a high priority


• Process Improvement experience


• Strong attention to detail and holding a standard of excellence with work processes and outcomes


• Problem solving/analysis and critical thinking


• Excellent time management, organizational and prioritization skills


• Strong communication skills both verbal and written


• Proficient in SAP and Microsoft Office Suite


• Knowledge of Tennant and Nobles website navigation and content


• Strong attendance and punctuality