Customer Liaison Rep

BSH Home Appliances Corporation – Top Employer US 2024Tomorrow is our home.At BSH, People Matter. Bring your unique skills, capabilities, and experiences to our dynamic teams where your contributions will drive our innovation culture. We strive to be a workplace that values people and supports opportunities for continuous professional and personal growth. As a leading manufacturer of home appliance brands Bosch, Gaggenau, and Thermador, we prioritize having a consumer centric mindset and creating positive experiences for the consumer throughout all interactions with our products and services. Join us now and give your career a home. You Belong Here.Customer Liaison RepRemote / Full-timeYour responsibilitiesCustomer Liaison Rep Resolves complaints with the utmost quality and professionalism, creates a positive impression of the company, and strives to be the benchmark of the industry. · Resolves issues with customers via email for regular and escalated and executive complaints.· Act as liaison between Factory/Field Service Managers/Safety Product Engineers and customers.· Educate customers on the exchange process and if there are differences in their new model of appliance.· Act as liaison between installers and customers and works with Field Service Managers to identify new installers for our service areas.· Responsible for checking stock and ordering new product through SAP system.· Coordinate return shipments to the factory when product needs to be examined.· Work with Order Management and Logistics to ensure stock allocation and quick delivery to customers.· Occasionally responsible for answering incoming ACD calls.· Utilize BSH customer support software to schedule service calls and order replacement parts.· Resolve difficult situations with customers while maintaining composure and a professional demeanor and to provide one call resolution.· Follow all scripts, Q&A sheets and other necessary communication documents when issued.· Document all calls and interactions from customers who own BSH appliances in CRM file.· Apply personal coaching advice in continuous performance improvement.· All other duties as assigned. Your profile· High-School Diploma or GED Equivalent - Required· Two-Year College degree – Preferred· 3-5 Years Experience - Office Environment – Required· 3-5 Years Experience – Call Center/Customer Support - Required· Expert communication skills – written and verbal.· Detail oriented, strong analytical, troubleshooting skills, and organizational skills.· Ability to work independently as well as in a team environment.· Proficient in Microsoft Office applications – Outlook, Word, Excel, Power Point, Access, SharePoint and Teams.· BSH software and information networks – Training will be provided.· Type a minimum of 45 WPM. 10 key a plus.· Ability to work in a fast-paced professional office environment, working with all levels of associates, and changing priorities.· Excellent time management, multi-tasking, and ability to switch responsibilities quickly and efficiently.· As a team member, to contribute to the overall success of the team and company goals, maintain regular attendance, punctuality, focus, and professionalism at all times.· Travel: 10% Your Pay & BenefitsThe pay range posted for this position is based on the location noted in the posting title. Exact compensation offered may vary based on your specific skillset and work location. If the position is bonus or incentive eligible then the payments range from 0% to 200% of target with details laid out within the plan document. Benefits offered include the following:· Medical, dental, vision, life insurance, short- and long-term disability benefits, employee assistance program (EAP), Healthcare and Dependent Care Flexible Spending Accounts (FSA), and Health Savings Account (HSA) participation starting on the first day of the calendar month following date of hire.· Wellness Plan that allows participating employees to earn lower medical care premiums.· 401(k) Retirement Plan starting on the first day of the calendar month following 30 days of service. The plan provides a fully vested 100% employer match on the first 4% of compensation contributed and also includes an annual employer-funded profit sharing contribution dependent on company profitability.· Two weeks of paid vacation for all non-temporary status new hires below Director level positions. Vacation entitlement increases based on years of service with BSH.· Unlimited paid vacation for all Director and above level positions.· The greater of (a) 40 hours of paid sick leave or (b) state or local minimum requirements for paid leave (Non-Production Line).· 40 hours of paid personal leave (Production Line).· 12 days of paid holidays per year (max 8 hours paid per day).· Adoption Reimbursement Program, Perks at Work, and BSH Employee Purchase Program.· BSH provides ongoing product training, uniforms, computer tablet, cell phone and a company vehicle for eligible positions. Further informationPlease visit career.bsh-group.com and learn about what makes BSH a Top Employer!BSH is an equal opportunity employer and does not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, military service, or any other protected class. By including everyone and ensuring equal opportunities, BSH unleashes its full potential - EOE / AA Employer.This position is eligible for the Employee Referral Bonus program. We participate in E-Verify.