Partner Care Specialist

Overview:

The Partner Care Specialist role is to oversee a customer’s experience from onboarding to ongoing support. This role serves our international partners and customers in Latin America and Canada. This individual is proficient in reading, writing and speaking English. Spanish writing and speaking skills are a plus.

This individual acts as a liaison between the customer/partner and the company (Q-SYS). The Partner Care Specialist delivers exceptional customer service to internal Sales team, Q-SYS partners and customers. This includes timely and accurately managing quotes and orders, promptly responding to all customer inquires with enthusiasm and accuracy, and exercise a high degree of expertise, competent and knowledge to resolve customer problems.

The successful candidate possesses the ability to effectively manage different tasks in an exciting yet fast-paced environment. As the customer advocate and a trusted resource, the Partner Care Specialist is committed to building a strong relationship with our Sales Team, partners and clients to achieve our collective success.

Customer Support General Requirements

• Maintain and keep up with emails & case queues. Provide same day acknowledgement and follow-ups on all outstanding issues. Avoid escalation to Sales team.
• Provide coverage on call queue as assigned. Provide same day call backs from Sales members and customers, even if you don’t have an answer. If able, support the team outside of your queue times when long hold times are apparent.
• Consistently meet service level standard for partners/customers that have a loyalty program or at a higher tier, i.e., Premier, Preferred accounts, Enterprise and Higher Education accounts.
• Maintain accurate record of customer data in Oracle and SalesForce . Data may include ship-to, office locations, contact management, shipping method, etc.
• Work directly with partners/customers on meeting Purchase Order requirements or other compliancies and documentation. Effectively identify products and services by item number/name, pricing, availability, replacement suggestions,sub-parts (service parts), as well request for tracking numbers, invoices, credits, RMAs, etc.

Order Management

• Effective and proactive management of backlog by timely review and removing exceptions, i.e., item(s) and orders requiring post-processing.
• Ensure orders are enterd into ERP (Oracle) system with => 98% accuracy rate. This includes a PCS entering the order and/or providing proper oversight of an outsourced partner and any other technology solution for order processing.
• Confirm order entry accuracy on export shipment details, including but not limited to shipping instructions, freight forwarder information, proforma invoice, and all relevant information to ensure order fulfillment is 100% satisfaction to the customers.
• Work diligently by closely following up with partners to resolve purchase order issues. Consult with Sales for help if necessary.
• For products that are out-of-stock, work with Sales Director to make suggestions and recommend other viable products to customers.
• Monitor orders that are on credit hold to ensure timely release of any orders that can be released for pick/pack and ship.
• Manually process new Purchase Orders that fall into any exception processes, including rush orders, configured orders, etc.

Sales Support

• Participate in regional QBRs for key accounts. Coordinate with Sales team on agenda, content and support requirements.
• Gather internal and external customer feedback (VOCs) to assess areas to improve and areas where sales support are needed.
• Provide sales support to maintain CPQ quotes status. Follow up on quotes to support sales as required

Other Responsibilities & Team Norm

• Possess a “customer-first” mindset. Serve your customers like you would like to be served.
• Be a team-player. Don’t let your teammate down; they are counting on you daily.
• Be dependable and proactive, your Sales team and your teammates need your help to succeed.
• Back-up your teammate as assigned.
• Propose new ideas to make your daily experience and customer experience better.
• Think of way to “wow” your internal customers and external customers.
• Engage at all times. Your presence and participation matters. Turn on your camera.
• Complete all AmplifyU or other required Corporate assigned trainings on time. The training material help you stay current on QSC policies.
• Commit and live the Q-SYS Customer Experience Credo.

• A. A. degree in Business Management or equivalent work experience in Customer Service.
• At least 5 years work experience in customer service, logistics experience is a plus.
• High degree of collaboration with Sales and managing the customer experience.
• Detail oriented and proficiencies in collaboration and communication with Sales and other Customer Service cross-functional team members.
• Ability to follow policies, processes and work instructions.
• Problem solving skills and resourcefulness to help customer resolve issues.
• Excellent time management, prioritization and organization management skills.
• Ability to de-escalate issues from customers/partners. And the ability to identify issues that require escalation to Sales Manager or Customer Care Manager.
• Communicate effectively – develop a clear way to communicate verbally and in writing to crystalize message to customers/partners and to the internal team.
• Proficient in navigating and managing multiple platforms / applications simultaneously and efficiently.
• Ability to work with digital platforms, like Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook, Teams), Oracle and SalesForce and PowerBI.