Customer Enablement Representative

Job Description

Description About Ergotron: Ergotron, Inc. is a global leader in designing ergonomic solutions that connect people and technology to enhance human performance, health and happiness. Through its 40 -year history, Ergotron has led the industry with innovative, professional-grade products and customer-focused service. The company has earned more than 200 patents and through the Technology of Movement™, established a growing portfolio of products and solutions to help create environments that promote wellness, productivity and efficiency. Ergotron is headquartered in St. Paul, Minnesota, with a strong presence in North America, EMEA and Asia Pacific. For more information, please visit www.ergotron.com. Position Summary: Primary support for global contact management system; receives a variety of telephone calls, e-mails, online chats and faxes from customers for which responsibilities include (but are not limited to) receiving, processing, and confirming product orders, assisting customers with assembly instructions, providing shipping information, resolving billing questions and troubleshooting problems. Act as liaison between customers, partners, sales managers, and internal departments to ensure customer expectations are exceeded. Position Responsibilities: Meet call quality and service level expectations for all incoming activity via the global contact management system. Update contact records for all inbound calls/chats and emails in Salesforce. Provide product support to customers; escalate to tech support as needed for customer issue resolution. Navigate Oracle and Salesforce systems to obtain and relay information to sales and customers concerning order status. Process and check free of charge/non-standard orders from inbound customers ensuring proper lead times, customer information, and special instructions. Provide information on product avail