Customer Enablement Representative

About Ergotron:

Ergotron, Inc. is a global leader in designing ergonomic solutions that connect people and technology to enhance human performance, health and happiness. Through its 40+-year history, Ergotron has led the industry with innovative, professional-grade products and customer-focused service. The company has earned more than 200 patents and through the Technology of Movement™, established a growing portfolio of products and solutions to help create environments that promote wellness, productivity and efficiency. 

Ergotron is headquartered in St. Paul, Minnesota, with a strong presence in North America, EMEA and Asia Pacific. For more information, please visit www.ergotron.com. 

Position Summary:

• Primary support for global contact management system; receives a variety of telephone calls, e-mails, online chats and faxes from customers for which responsibilities include (but are not limited to) receiving, processing, and confirming product orders, assisting customers with assembly instructions, providing shipping information, resolving billing questions and troubleshooting problems. Act as liaison between customers, partners, sales managers, and internal departments to ensure customer expectations are exceeded.    

Position Responsibilities:

• Meet call quality and service level expectations for all incoming activity via the global contact management system. Update contact records for all inbound calls/chats and emails in Salesforce.
• Provide product support to customers; escalate to tech support as needed for customer issue resolution.
• Navigate Oracle and Salesforce systems to obtain and relay information to sales and customers concerning order status.  
• Process and check free of charge/non-standard orders from inbound customers ensuring proper lead times, customer information, and special instructions. Provide information on product availability and pricing, shipment tracking, updated order status and delivery information.
• Convert or enter all orders into the order management system. Partner with Operations when necessary on proper lead times.
• Report, research and start corrective action for problems and complaints received from customers, partners or sales reps. Create Service Requests, replacement orders and NCRs for tracking and issue resolution and ensuring customer satisfaction.
• Issue Return Material Authorizations to customers within the guidelines of the RMA policy. Follow-up on outstanding RMA’s. Issue Call Tags/return labels as appropriate under the guidelines of the Call Tag Policy.
• Provide freight quotes based on order guidelines.
• Act as back up for sick, vacationing, or out of office sales support representatives.
• Responsible for timely and accurate updating of all required systems and programs necessary for sales operations including Salesforce and others as appropriate to ensure customer data is well maintained and documented. 
• Additional duties as requested.
• Supports “Lean Business Enterprise” initiatives for continuous process improvement and waste elimination.

Position Requirements (Knowledge and Experience):

• Associates of Arts (AA) or higher in Business Administration, Marketing or related field preferred.
• One to two years of customer service experience required.
• Ability to multi-task required.
• Hours may change – ability to work in a flexible team environment.
• Familiar with Microsoft Office (including Excel, PowerPoint and Outlook), Oracle, and Salesforce. 
• Must be able to perform the physical requirements of the job as described to you for the position.

Benefits:

• At Ergotron, we are committed to moving you forward with leading benefits and reward programs. Beyond a fast-paced, innovative and flexible work environment, we offer a comprehensive and competitive pay and benefits package. (Use below bullets for United States, delete for Global positions)
• Our total rewards package includes but not limited to; competitive wages consisting of base pay, bonus and/or incentive pay based on position, medical, dental, vision, life, disability, tuition reimbursement, 401k with match, and an Employee Assistance Program (EAP). 
• We work hard and we recharge. With competitive Paid Time Off (PTO) programs which includes vacation and sick and safe time, eleven paid holidays and summer hours (based on role and location) our employees have ample time throughout the year to spend with family and friends, traveling or relaxing.
• We are proud to support our employees and their growing families by offering ten weeks of paid maternity leave, four weeks of paid paternity leave, and three days of paid grandparents leave.
• Both our newest and our most tenured employees are formally recognized. Our career milestones program ensures that our new team members feel welcome and rewards employees at five years, ten years, fifteen years and beyond.

ONE Core Values:

• Continuous Improvement – Always design a better experience.
• Customer Obsessed – Our reputation rests with our customer’s experience.
• Innovation – Unearth insights to think anew.
• Integrity – Do the right thing. Treat others with respect.
• Openness – Open to ideas and feedback. Act with transparency. Trust one another.
• Ownership – Own your role and act when ownership is needed.