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Become the Expert Customers Count On
Are you passionate about creating exceptional customer experiences and solving complex challenges? Husqvarna Construction in Olathe, KS is looking for a driven and customer-focused Subject Matter Expert to play a pivotal role within our Customer Solutions Team.
In this high-impact position, you'll be more than a problem solver, you will be the trusted resource for customers, sales teams, and colleagues. You will serve as the primary contact for our high-volume distribution sales customers, along with leading chat operations and supporting frontline representatives. You will help ensure every interaction reflects Husqvarna's commitment to excellence.
Join us and help shape the customer experience that powers one of the world's leading construction equipment brands.
RESPONSIBILITIES
Customer Success & Account Support (60%)
- Serve as the primary point of contact for high-volume distribution customers, providing personalized support and building strong business relationships.
- Partner across departments to ensure a smooth, efficient, and customer-focused experience from inquiry to resolution.
- Apply extensive product knowledge to recommend solutions that align with customer needs and business objectives.
- Provide confident technical support, including guidance on product functionality, parts identification, and website navigation.
- Respond promptly and professionally to customer and sales representative inquiries, delivering accurate information and solutions.
- Coordinate and provide essential order documentation, including invoices and packing lists, to support customer operations.
- Lead customer engagement through the Customer Service Chat platform, ensuring timely, accurate, and effective support.
- Support phone operations during peak periods, helping maintain service excellence across all customer touchpoints.
Customer Data & Operational Excellence (15%)
- Ensure customer records are complete, accurate, and up to date within the CRM system.
- Perform ongoing account maintenance to support effective communication, reporting, and customer engagement.
- Process customer account changes with accuracy, efficiency, and a strong commitment to data integrity.
Problem Solving & Resolution Management (25%)
- Take ownership of open customer cases, driving timely and effective resolutions from start to finish.
- Collaborate with customers to resolve shipment discrepancies and deliver positive outcomes.
- Partner with Sales Representatives to address customer concerns, territory-specific challenges, and growth opportunities.
- Develop and implement solutions for back-order situations that minimize disruption and maximize customer satisfaction.
- Oversee daily chat support operations, ensuring customers receive prompt, knowledgeable assistance and an outstanding service experience.
Technical and Communication Skills & Knowledge
- Proficiency with CRM systems and customer case management platforms.
- Experience utilizing phone and communication systems in a customer-facing environment.
- Ability to interpret schematics, illustrated parts lists, and technical documentation.
- Working knowledge of ERP systems and business processes.
- Strong product knowledge and the ability to explain technical information clearly.
- Proficiency with Microsoft Office applications, particularly Excel and Word.
- Exceptional attention to detail and commitment to accuracy.
- Strong organizational skills with the ability to manage multiple priorities effectively.
- Proven ability to collaborate and build relationships across teams.
- Excellent problem-solving and decision-making capabilities.
- Customer-focused mindset with a passion for delivering outstanding service.
- Strong written and verbal communication skills.
EDUCATION & EXPERIENCE
- High school diploma or equivalent required.
- 2-3 years of experience in a customer service, customer support, or customer solutions environment.
- Exceptional verbal and written communication skills.
- Experience supporting customers in a fast-paced, team-oriented environment preferred.
- Demonstrated ability to build relationships, solve problems, and deliver a high level of customer satisfaction.
- Grow your expertise while making a measurable impact on customer satisfaction and business success.
WORKING CONDITIONS
- Normal office environment
- Heavy PC and phone usage
Why Join Husqvarna Construction?
At Husqvarna Construction, you'll have the opportunity to make a meaningful impact on the customer experience while working alongside a collaborative team that values expertise, innovation, and continuous improvement. If you're energized by solving problems, building relationships, and delivering results, this is the opportunity for you.
Husqvarna Construction is a part of Husqvarna AB. We are a world leader in the construction and stone industries. Founded in 1689. Our extensive construction product range includes machines, diamond tools and all accessories that you need for cutting, sawing and drilling, as well as polishing floors. The stone product range is comprised of a variety of different diamond tools for quarries and the stone processing industry. We are located in Olathe, Kansas.
Husqvarna is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline and termination. Husqvarna prohibits discrimination, harassment and retaliation in employment based on race; color; religion; national origin; gender; sexual orientation; pregnancy; age; disability; service member status; or any other category protected by federal, state, or local law.