Customer Solutions Associate

The Customer Solutions Associate is responsible for researching and routing all customer requests that come in through our CRM system.  They will also be focused on flagging each request with the proper urgency and account information, along with identifying trends or customer patterns to management. This position is responsible for the investigation and completion of customer returns and customer credit requests and working closely with customers to find solutions.

The Customer Solutions Associate will also be the backup to our full time receptionist, who is responsible for greeting visitors and notifying appropriate personnel of the arrival. This position is responsible for receiving incoming calls and directing to appropriate department or individual. They will be critical for providing the highest level of professionalism by being the first contact within the company. This position is in the office 100% of the time.

Are you looking for a company that offers:

• A competitive salary
• A full benefits package, including medical/dental/vision insurance
• A 401(k) with matching and no vesting
• An employee purchase discount on Husqvarna products 
• An education assistance program

That's Husqvarna Construction Products!

Husqvarna Construction Products is a part of Husqvarna AB. We are a world leader in the construction and stone industries. Our extensive construction product range includes machines, diamond tools and all accessories that you need for cutting, sawing and drilling, as well as polishing floors. The stone product range is comprised of a variety of different diamond tools for quarries and the stone processing industry. We are located in Olathe, Kansas. Check us out at www.husqvarnacp.com.

RESPONSIBILITIES  

Case Triage

• Research and route all incoming customer requests to proper department 
• Department subject matter expert for CRM 
• Adding a new onboarded agent to the CRM Database 
• Maintaining the CRM Reports with all the existing employees 

• Run and Manage productivity reports 
  • Updating account information, account maintenance – maintaining accurate information

RGA

• Research and follow up on inbound requests from customers in relation to return goods or credit requests
• Keep detailed records of interactions/investigations/CRM
• Reporting out of noticed trends of return goods

Call Handling

• Verbally receive information from customer to clarify purpose of call
• Provide basic product information, refer call to appropriate department, dealer/distributor, or sales person
• Operate phone system to relay incoming and interoffice phone calls. Provide information to callers as needed.

CRITICAL FUNCTIONAL SKILLS & KNOWLEDGE

• Product knowledge
• Knowledge of current staff and departments
• Strong knowledge of Microsoft Office products, specifically Excel and Word
• Professional oral and written communication skills

EDUCATION & EXPERIENCE

• High School degree or equivalent
• 2 years previous experience in Customer Service is preferred

Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.