Your job - a special part of your life! Working at WIKA means mastering new challenges and constantly developing further. International locations and a broad product portfolio offer you exciting perspectives in a familiar environment.

The Call Center Account Manager (CCAM) is responsible for managing all functions necessary to support and provide our customers with the needed answers, solutions, and/or alternatives to their inquiries, to achieve true customer satisfaction. The CCAM reports to the Sales Operations Team Lead.

Call Center Account Manager

Responsibilities

Manages daily, a high volume of inbound customer calls 
• Identifies customers’ needs, clarifies information, researches every issue and provides solutions and /or alternatives 
• Strives to provide a timely first call resolution (FCR), utilizing designated technical support and business resources
• Communicates effectively with other customer support departments and/or teams, to meet customer needs
• Seizes opportunities to upsell products 
• Advises customers of newly available services; i.e. EDI, Customer Portal, Buy-WIKA, and shares ideas for new services to improve the overall customer experience 
• Prepares certificates of compliance and other assorted documentation when required
• Operates with and exhibits a high quality professional behavior to external/internal customers, as well as peers
• Supports and promotes WIKA’s Service Excellence initiative, philosophy and standards to the highest level of quality and productivity
• Demonstrates integrity and ethical behavior at all times; Respects others rights, work areas and privacy
• Works within the team as a mentor, peer resource and subject matter expert when possible and required
• Focus on solutions and take opportunities to initiate behavioral and process change as well as drive positive results. 
• Participates in group trainings and initiates personal development to improve upon product instrumentation & application knowledge, and standards within the business & industry 
• Supports standard operating procedures ( SOP’s ) to help eliminate service failures
• Performs in accordance with performance management goals and objectives, to provide a high level of customer satisfaction
• Participates in other company events and performs other duties as requested

Requirements

• High School Diploma required; Associates degree in a technical discipline preferred
• Previous Call Center /Customer Service Account Manager experience required
• Inside sales experience preferred
• Ability to sit for long periods of time 
• Yellow belt training and or similar problem solving skills preferred 
• Excellent communication skills; verbal and written
• Computer & telephone literate
• Proficient with Microsoft Office 
• Ability to process technical information


It is the policy of WIKA Instrument LP to afford equal opportunity for employment to all individuals regardless of race, color, religious creed, sex, age, national origin, genetics, disability or veteran status.   

WIKA is an equal opportunity/affirmative action employer


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Our Company

WIKA is a global market leader in pressure, temperature, level and flow measurement technology. Working together with our customers, we develop comprehensive solutions based on our high-quality measurement technology components, with the solutions ultimately being integrated in their business processes.

We deliver 50 million quality products to over 100 countries every year. Worldwide, approximately 600 million WIKA measuring instruments are in use.