Job Summary: 

• Create and update customer information on SFDC.com
• Process orders into Salesforce.com (SFDC) and track the process through to shipment.
• Respond to direct customer inquiries via telephone, email, and voicemail and document in SFDC.
• Identify and resolve issues via customer engagement, data collection and troubleshooting methods.
• Provide accurate and concise case documentation in adherence to the compliance program.
• Adhere to Quality Management System procedures.
• Document customer feedback and complaints according to Complaint Handling SOP.
• Manage RMAs according to the Customer Intake and Case Management SOP.
• Maintain up-to-date product knowledge and support continuous improvement efforts.
• Complete all assigned and required training satisfactorily and on time.

Skills on Resume: 

• SFDC Customer Info Management (Hard Skills)
• Salesforce Order Processing (Hard Skills)
• Customer Inquiry Response (Soft Skills)
• Issue Troubleshooting (Soft Skills)
• Compliance Case Documentation (Hard Skills)
• Quality System Compliance (Hard Skills)
• RMA Management (Hard Skills)
• Product Knowledge (Soft Skills)

Job Summary: 

• Handle different customer accounts.
• Support the strategic account managers working on new business.
• Prepare costing sheets (considering hours/materials) and produce quotes for internal sign-off.
• Seek buy-in from various key internal stakeholders.
• Responsible for the contract review process, working closely with Commercial colleagues internally.
• Act as the voice of the customer and ensure timely resolution to all customer orders and inquiries
• Support the production of the monthly and annual forecasts.
• Receive, review, and enter purchase orders.
• Responsible for ensuring the PO is accurate.
• Be aware of legislation requirements and keep up to date with internal training on such topics.
• Deliver quotations to customers.
• Monitor and actively manage customer portals to ensure prices, quantities, lead times and contract terms (i.e., Finance, Commercial, and Operations)

Skills on Resume: 

• Customer Account Management (Soft Skills)
• Strategic Account Support (Soft Skills)
• Costing Sheets and Quotes (Hard Skills)
• Internal Stakeholder Buy-in (Soft Skills)
• Contract Review (Hard Skills)
• Order and Inquiry Resolution (Soft Skills)
• Forecast Support (Hard Skills)
• PO Processing and Accuracy (Hard Skills)

Job Summary: 

• Probes customers to determine the root cause of account delinquency and offers appropriate or applicable assistance tools.
• Effectively communicates how assistance programs work and any potential impact on customers and accounts.
• Collects following all state and federal laws inclusive of the Fair Debt Collection Practices Act (FDCPA).
• Analyzes loan history and determines the best course of action for the customer in resolving the problem permanently.
• Successfully utilizes all collection tools provided by management, including extensions, maturity, and hardship modifications, to make the best business decision for Santander Consumer USA Inc. and the customer.
• Have the authority to independently negotiate with the customer on Auto Loan Modifications and extensions within company guidelines.
• Proactively communicate with customers and internal functions to guarantee customer satisfaction by providing all relevant information.
• Deliver effective solutions to customers with order-related queries by coordinating with internal resources to resolve the issue.
• Monitor the status of orders.
• Ensure that inquiries are resolved and provide assistance in any necessary escalation.

Skills on Resume: 

• Customer Delinquency Probing (Soft Skills)
• Assistance Program Communication (Soft Skills)
• FDCPA Compliant Collections (Hard Skills)
• Loan History Analysis (Hard Skills)
• Collection Tools Utilization (Hard Skills)
• Auto Loan Negotiation (Soft Skills)
• Proactive Customer Communication (Soft Skills)
• Order Query Resolution (Soft Skills)

Job Summary: 

• Resolves complex customer issues and maintains customer accounts of significant value to the company
• Partners with other internal departments to ensure all aspects of complex customer account administration, in both development and production phases are implemented
• Ensures compliance with company procedures and contributes to the generation of new policies and/or the amendment of existing policies
• Utilizes appropriate internal database management tools to organize customer information
• Acts as a trainer and mentor for other department members concerning the administration of customer accounts
• Develops and manages improvement plans in response to customer surveys and current trends
• Consistent exercise of independent judgment and discretion in matters of significance
• Ensure a positive customer experience by giving them regular updates and clarification.
• Observe the overall process and trends across inquiries and identify improvement areas.
• Utilize business systems, including CRM, portal management and workflow tools, to expedite the process of receiving, reviewing, responding and booking orders

Skills on Resume: 

• Complex Issue Resolution (Soft Skills)
• High-Value Account Management (Hard Skills)
• Internal Collaboration (Soft Skills)
• Compliance and Policy Updates (Hard Skills)
• Customer Data Management (Hard Skills)
• Mentoring and Training (Soft Skills)
• Customer Experience Improvement (Soft Skills)
• Business Systems Use (Hard Skills)