Customer Solutions Specialist

LG Electronics USA
United States, Georgia, Alpharetta
4300 North Point Parkway (Show on map)
Nov 24, 2024
Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations. Our diverse portfolio includes Home Appliance & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business Solutions. Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone. What we can offer: A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success The Opportunity The Customer Solutions Specialist is responsible for receiving and resolving escalated, complex LG Air Conditioning Technology (LG ACT) B2B customer issues in a timely manner. The individual in this role works closely with other internal LG ACT, LG Electronics US, and LGEAI teams to find immediate resolution to customer issues, then works with the team manager to understand the underlying root cause and implement countermeasures and permanent preventative solutions Receives, documents, researches, and resolves escalated customer issues through telephone and e-mail channels in a timely manner. Understands and adheres to departmental KPIs. Works with team management to identify trends for use in continuous improvement activities. Assists customers through the onboarding process including account setup, obtaining customer portal access and familiarization with customer-facing systems and processes. Coordinates resolution to account credit issues. Assists customers with resolving supply chain issues such as shipping date changes, shipping damage claims, and resolving order discrepancies. Proactively monitors B2B customer credit status and activities to prevent order and shipping delays. Assists customers with warranty registration issues and warranty claim disputes. Assists customers with resolving commercial product extended warranty filing issues. Assists customers with resolving co-op account and customer satisfaction fund (CSF) issues. Gather's relevant information from customers and thoroughly documents customer cases in LG ACT's Partner Relationship Management system. Focuses on achieving industry-leading customer experiences by rapidly and thoroughly resolving customer issues. Participates in continuous improvement activities including MDI and kaizen events. Collaborates cross-functionally and builds and maintains strong relationships across LG ACT, LG Electronics US, and LGEAI functions. Other duties as assigned. Qualifications: 5+ years of experience in direct customer facing roles Experience in an inside or outside sales or customer account management role is a plus Minimum of 2 years of formal project management experience. PMP certification is a plus Ability to translate complex thoughts and ideas and communicate them in an easy-to-understand form Effective and diplomatic oral and written communicator in English. Korean is a plus Exceptional organizational skills are a necessity Self-starter with the ability to manage multiple projects simultaneously Ability to influence without authority to achieve goals Empathetic with the ability to build and maintain a strong rapport / relationships with customers and other employees Proficient computer skills including experience with the Microsoft Office suite Experience working with Customer Relationship Management software. Salesforce experience a plus Patient and calm demeanor with the ability to maintain objectivity in challenging situations ** All candidates must be legally authorized to work in the USA. We are not able to offer sponsorship for this opportunity. Recruiting Range $70,000 - $82,000 USD Privacy Notice to California Applicants At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics. In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.