Senior Customer Service Associate, Key Accounts

MSA (Mine Safety Appliances Company) is the global leader in the development, manufacture, and supply of sophisticated safety products, instruments, and services that protect people’s health, safety, and the environment.  Our company has an immediate need for a Senior Customer Service Associate at our Corporate Headquarters.

This position reports to the Manager, Customer Service Permanent Instruments.  In addition to functioning as a front line customer service associate, this position is also responsible for improving customer satisfaction and loyalty of key accounts, including, but not limited to, special HVAC customers and the government / military. A wide degree of creativity and latitude is expected.  Major responsibilities include:

· Serving as the liaison between sales and the factory to expedite and assist in establishing priorities, solving customer problems, and answering inquiries.

· Providing pre- and post-sale administrative and technical assistance for all channels in sales network, as well as end-users and customers, with a focus and priority on special accounts.

· Resolving shipping, pricing, or complex customer issues or concerns.

· Acting on the customer’s behalf by coordinating customer service issues with other departments such as inside sales, purchasing, production, marketing, and engineering.

· Effectively handling upset or challenging customers by taking personal responsibility for problem resolution and then developing and executing plans to resolve the issue(s).

· Demonstrating the flexibility to effectively assume the roles of other customer service associates temporarily and when necessary.

Special knowledge, skills and abilities required:

· Proven planning and organizational skills

· Strong written and oral communication skills; strong presentation skills.

· Excellent critical thinking and decision making skills

· Excellent customer driven quality orientation.

· Focus on continuous improvement.

Education and experience required:

· Minimum of 6 years customer service related experience

Preferred:

· Bachelor’s degree

 

Please include salary requirements.

 

MSA offers an excellent compensation and benefits package, along with tuition reimbursement and the opportunity to be part of a world leader in protecting people’s safety and lives.

 

Equal Opportunity Employer

 

To apply for this position, Click here:

 

http://chqlnext1.msanet.com/Corporate/HR/jobpostings.nsf

 

 

For more information about MSA, visit our website – www.MSANET.com