Job Description

Job DescriptionJob DescriptionDescriptionThe Customer Relations Specialist is the primary point of contact for our customers, responsible for fostering strong relationships, anticipating needs, and delivering world-class service. This role supports customer satisfaction and retention.
Key Responsibilities

• Answer incoming calls and direct them to the appropriate department or address the issue as necessary.
• Enter customer and internal orders with high accuracy.
• Accurately process Return Material Authorization (RMA) requests in a timely manner. 
• Communicate and coordinate with our Credit and Collections department on any disputed invoices and resolve issues with customers in a timely manner. 
• Build relationships with customers by understanding business objectives and delivering consistent support.
• Anticipate customer needs, identify opportunities or issues such as lost sales, develop recommendations.
• Serve as a liaison for customer perspectives across marketing, product, professional services, and sales teams.
• Organize workflow to meet customer deadlines, coordinating with scheduling and sales to establish processes according to customer requirements.
• Provide regular communication with customers regarding updates, information, concerns, and feedback.
• Communicate and coordinate with internal departments including Product Managers, Sales Team and Technical Services.
• Organize workflow to meet customer deadlines, coordinating with scheduling and sales to establish processes according to customer requirements.
• Complete forms, applications, and respond to customer requests.
• Perform additional duties as required or assigned.
• Adhere to Franklin Electric’s Core Values.

Skills Knowledge and ExpertiseDon’t feel like you check all the boxes in the job description? Here at Franklin Electric, we are dedicated to building a diverse and inclusive culture which includes embracing candidates from a variety of different backgrounds and industries. We highly encourage you to apply so we can connect on this and future opportunities. 

• 3+ years of experience in customer service, account management, or customer success
• Strong communication skills, verbal and written – with internal and external stakeholders
• High attention to detail, accuracy, and follow-through
• Proficiency in Microsoft Office; ERP or CRM system
• Ability to manage multiple priorities and work independently in a fast-paced environment
• Highly self-motivated and proactive professional with a strong ability to work independently
• Maintains focus on achieving goals in dynamic environments
• Problem Solving
• Planning and Organizing

Education and Experience

• Associates degree ()
• 3+ years of relevant experience or training in customer service or a related field (required).

Computer Skills

• Intermediate: 10-key.
• Basic: Alphanumeric data entry; word processing/ typing.
• Microsoft Office

Why Work at Franklin Electric?Becoming a part of the Franklin Electric team not only provides outstanding benefits, it also opens doors to opportunities for future growth. Enjoy peace of mind with a world-class company. But more importantly, be satisfied in knowing you make a difference.

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