Customer Support Representative-OEM
$75,000–$95,000 year
On-siteAuburn, New York, United States
Job Summary
Handle complex customer inquiries, complaints, and service issues via phone, email, and other channels while acting as the escalation point for challenging situations. Deliver accurate information, resolve concerns efficiently, and identify opportunities to improve service processes and implement strategies that enhance efficiency. Partner with sales teams to support customer needs, provide product information, and assist with sales-related inquiries, including identifying upsell and cross-sell opportunities. Maintain accurate records of interactions in CRM systems, review feedback trends, and provide day-to-day support and guidance to junior team members.
Required Qualifications
- Bachelor's degree in Business, Marketing, or a related field
- at least 4 years of relevant experience
- equivalent work experience that provides exposure to fundamental theories, principles, and concepts
- Strong experience in customer service, including handling escalated issues and resolving complex customer concerns
- Excellent written and verbal communication skills
- ability to build trust and communicate effectively with customers and internal stakeholders
- Proficiency with Salesforce, CRM systems, and related sales or customer service tools
- Strong analytical and problem-solving skills
- ability to identify trends, improve processes, and manage multiple priorities simultaneously
- Strong organizational and project coordination skills
Desired Qualifications
- Experience supporting sales activities
- providing product knowledge
- contributing to customer-focused strategies
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