Tasks / Duties / Responsibilities

The Customer Care Rep, as a member of the Customer Support Team, is responsible for Administrative support for our subscribing customers. The CC Rep is not a telephone based Support Rep, rather, communication with our customers is achieved via email or chat. In addition, the CC Rep will be assigned Customer Cases and will conduct research to resolve the open Cases.

Specifically:

• Process customer data load requests.

• Outputs are provided to customers via e-mail, FTP, and Trimble Connect.

• Assist customers with maintaining the data feeds (i.e. manufacturers) they want included in their subscription service.(i.e. Their "PIL" = Product item List).

• Track manufacturer future updates and keep customers informed when data will be published.

• Review customers issues regarding data/pricing included in the subscription.

• Help customers access data from the FTP site.

• Assist Distributor customers with accessing data from the eDataFlex Console.

• Create and provide special data extracts for Distributor customers.

• Split large files into smaller files where needed.

• Salesforce:

  • Log all customer interactions

  • Document and close Cases

• Works with Production Control and Computer Operators to create quarterly data loads.

• Multiple functions supporting our Distributor One ("D1) customers:

  • Works with customers to determine which manufacturers to include in their data feeds.

  • Create Trimble Connect accounts for customers.

  • Create enablements (access and logons) to all products included in the Bundle.

  • Share videos and FAQ documents to new customers.

  • Process customer files utilizing Excel and Access to prepare customer data for inclusion in their e-Commerce website.

• Maintain and update Technical Specifications ("Tech Specs") documents for distributor products.

Experience and Skills Required

• Focus on resolving customer issues, and creating a positive customer experience.

• Critical thinking and problem solving skills

• Strong communication skills

• Ability to work in an environment where "time to resolution" is critical

• Data analysis and software manipulation of data:

  • MS Excel proficiency

  • MS Access proficiency

• Positive attitude and strong work ethic.

Experience and Skills Preferred

• 1-2 years of Call Center / Customer Support experience

• Construction Industry experience

  • Electrical

  • Plumbing

  • Mechanical

• Familiarity with internal tools:

  • Trimble Connect

  • Salesforce

  • Sourcing suite of tools

-

-

Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

-

Hiring Range:

-

-

Bonus Eligible?

-

Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

-