Hybrid Customer Service Specialist en Franklin Electric

The 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.

· 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.

Don’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 preferred

· 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

· Associates degree (preferred)

· Three +years of relevant experience or training in customer service or a related field (required).

· Intermediate: 10-key.

· Basic: Alphanumeric data entry; word processing/ typing.

· Microsoft Office

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.

Take a look at this video to see our Global Headquarters here in Fort Wayne, Indiana.