Customer Delivery Specialist

• Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence
• Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel
• Applies intermediate level of subject matter knowledge to solve a variety of common business issues
• Works on problems of moderately complex scope
• Acts as an informed team member providing analysis of information and limited project direction input
• Exercises independent judgment within defined practices and procedures to determine appropriate action
• Follows established guidelines and interprets policies
• Evaluates unique circumstances and makes recommendations

• Typically a Bachelor's degree or equivalent experience and 2-4 years related experience or Master's degree and up to two years experience
• 4-6 years related experience in a telephone support position in a service or end-user support environment
• 2 years experience in the microcomputer industry
• Technical training in the company or other manufacturers' product lines
• Working knowledge of the field of Customer Relations
• Demonstrated verbal communication and customer service skills
• Intermediate-level knowledge of operating systems software
• Demonstrated writing/correspondence skills
• Experience and demonstrated presentation skills
• Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers' warranty responsibility

Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity

• Health & Wellbeing
• Personal & Professional Development
• Diversity, Inclusion & Belonging