Customer Care Representative

3 weeks ago

New Hope, United States MMT Full time

Customer Care Representative III is responsible for the direct sell and support of aftermarket products and services for machine tools and support equipment and includes machine order processing. This position is responsible for resolving complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer while developing strong customer satisfaction.


Major Duties and Responsibilities:

  • Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
  • Analyzes a customer's needs and refers to other service or technical departments for follow-up or additional information as needed.
  • Promote sales campaigns to increase order intake.
  • Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
  • Recapture aftermarket customers to grow share of wallet.
  • May be assigned to support products that are complex or critical.
  • Uses a customer relationship application or database to record activities and research product information.
  • Provide administrative support to the Customer Experience Center
  • Support events scheduled at the CEC & manage logistical activities when needed.


Support Sales Strategies/Opportunities

  • Work with sales and service department managers to support new/or existing sales opportunities.
  • Determine customer needs and requirements based on purchase history and suggest appropriate solutions for cost savings opportunities that will increase overall sales revenue.
  • Support all departmental initiatives to ensure sales growth and positive customer experience.
  • Support sales opportunities by building rapport; providing technical information and explanations if possible and preparing quotations and orders.
  • Interact with customers and track results in CRM and ERP
  • Identify decision makers among targeted leads in order to initiate sales process.
  • Maintain customer records and files; handle inquiries and troubleshoot complex customer issues.
  • Communicate regularly with customers regarding the status of their order and provide detailed information should delays arise.
  • Maintain a solid and professional working relationship with all associates and partners.
  • Updates job knowledge by studying new product descriptions; participating in educational opportunities, internal system training.


Knowledge, Skills and Abilities:

  • Experience in machine tool or service environments
  • Advanced level of analytical ability where problems are complex.
  • Strong oral and written communication skills
  • Ability to work independently.
  • High level of interpersonal skills to work effectively with others, solicit input from customers, and obtain cooperation from associates in other departments.
  • Innovative/creative thinking.
  • Excellent customer service and relationship building skills.
  • Calm under pressure with the ability to adapt to change.
  • Highly organized self-starter; goal oriented.
  • Advanced understanding of Production operations


Requirements:

  • High school diploma or equivalent.
  • 3-5 years of related experience.
  • Able to lift up to 30 lbs.


Computer Skills:

  • Proficient with Microsoft Office Suite
  • Salesforce experience a plus
  • Epicor experience a plus



Although this is not a technical service position, the customer care representative should work to become functionally proficient in equipment technology through internal training.

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