Customer Operations Specialist III-1

We are Generac, a leading energy technology company committed to powering a smarter world. Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

Responsibilities

Accurately and completely process orders from customers, sales representatives or dealers for finished goods and parts; Verify pricing and discounting conditions of sales, customer's identity and location, shipping instructions, etc. to ensure data accuracy; Collaborate with other departments (Production Planning, Sales, Credit, Logistics, Finance, Customer Support) to improve customer experience; Proactively review orders and inventory to better align both; Assist in knowledge transfer to Tier I team members; Process credit card orders and rebates; Analyze incoming order volume (EDI, Portal, Manual Entry, etc.) and proactively address potential order flow issues; Act as SAP Super User within functional area as assigned; Produce training documentation and process flows for designated workstreams; Transact moderately complex credit memos, return requests, no charge parts, and incorrect billing exchanges; Work cross functionally to find resolutions for the customer; Prioritize and ensure steady workflows for all assigned distribution channels; Triage email inboxes for department; Provide excellent customer service over the phone and via email for Tier I escalations and complex customer inquiries; Effectively de-escalate customer issues and complaints; Assist with assigned Order to Cash queues as needed; Other tasks as assigned

Requirements

Bachelor's degree in commerce, Business Administration, Supply Chain, Operations Management, International Business Finance, Economics, or related field; 2-5 years of Order-to-Cash Operations, Order Management, Customer Support, Post-Sales Support, or related business experience; Strong communication skills and experience working with global customers or stakeholders; Previous experience using SAP or equivalent ERP; Ability to manage a high volume of emails and transactions with a high level of attention to detail and accuracy; Advanced verbal and written communication, listening, administrative, time management and organizational skills; Ability to quickly evaluate a problem and provide effective solutions with a mutually beneficial outcome; Demonstrated ability to function effectively in a fast-paced team environment and work independently; Excellent customer service skills; Ability to investigate a situation objectively and utilize analytical skills to identify root cause and corrective actions; Assertive, self-directed and motivated, with a positive attitude; Ability to work overtime or adjusted schedules during peak seasons, training, or business need

Nice to have

MBA or relevant postgraduate qualification; SAP Super User experience; Experience supporting US or global customers, manufacturing, shared services, GCC, or global business services; Experience creating training documentation, process flows, SOPs, or supporting process improvement initiatives; Leadership potential