Customer Support Manager

Ergomotion® is the world's largest supplier and business partner of ADJUSTABLE and SMART beds, offering the ultimate preventative self-care by balancing body, mind and spirit.
With the international growth of the business, the needs arise to grow the Ergomotion European team.
We are looking to hire a Customer Support Manager to work in Lisbon.
- This is a multi-faceted role that will interact with end-users & retail accounts both over the phone and in the field.
- The overall responsibility of this position is to provide advanced support for field claims, product inquiries, technical issues & training initiatives.
- Maintain compliance with all company policies and procedures.
- Perform related duties as assigned by supervisor.

**Responsibilities**:

- Maintain extensive product knowledge required to support, develop & progress existing & new products, programs, and training initiatives.
- Work directly with end-users & retail accounts either by telephone, or electronically, in a professional and efficient manner.
- Effectively troubleshoot, adequately diagnose and efficiently resolve complaints & warranty claims.
- Obtain and evaluate all relevant information to manage inquiries & complaints accurately, timely & completely.
- Accurate claim data entry
- Record details of cuacquisition.
- stomer verifications, transactions, inquiries, comments, complaints & actions taken.
- Provide timely responses to customer & account inquiries.
- Follow up on customer interactions.
- Liaise and coordinate with internal departments, specifically product, quality & Customer Service to provide input on market feedback/information, trends, challenges & issues.
- Visit both End-users & retail accounts in the field to perform technical support and warranty service.
- Visit both Retail stores and accounts to provide technical training for existing & new products.
- Support Sales Department with new customer Support Retail & Accounts with new product launches and existing products.
- Support Quality Assurance with change tracking & implementation and claim data management.
- Attend conferences, trade shows & training sessions for accounts in support of technical and functionality of the product.
- Accompany sales team members as required to support product launches, showings & trainings.
- Be available for travel if a major issue arise.
- Assist clients in setting up a well-trained delivery service.
- Complete special projects as defined by Supervisor
- Comply with all Company and Departmental policies and procedures.

Education and/or Work Experience Requirements
- Must have 2 years of customer service experience.
- Must have excellent interpersonal, communication and customer service skills.
- Ability to offer common sense solutions to complex service issues.
- Self-starting, high energy level and exceptional work ethic.
- Detailed oriented, driven for results and change.
- Proactive, can-do attitude.
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers.
- Excellent computer proficiency (MS Office - Word, Excel and Outlook).
- Must be able to work under pressure and meet objectives while maintaining a positive attitude and providing exemplary customer service.
- Ability to work independently and to carry out assignments to completion within parameters of

Instructions given, prescribed routines, and standard accepted practices.
- Have a high level of stress tolerance, organization, consideration for others, service orientation, and an openness to take leadership.
- Able to communicate effectively in English, both verbally and in writing.

**Considered a plus**:

- Communicate effectively in Russian and German is a plus