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Inside Customer Support Representative

2 months ago

Columbus, Ohio, United States Ziegler Cat Full time
Represent the Ziegler Product Support Sales Team in a sales support capacity by helping large account CSR's promote and sell Dealer services, parts products, and all-encompassing product support solutions. The goal of the Product Support Sales Team is to increase product support sales by providing our customers with unparalleled customer support and innovative solutions that set the standard for the power systems industry.

Responsibilities:

  • Support CSR team by promoting Customer Value Agreements (CVA), Equipment Protection Plan (EPP), Parts.Cat.Com (PCC) and putting information together for bid requests and repair proposals
  • Measure machine undercarriage for customers and provide results in a report and make needed replacement recommendations
  • Maintain good internal & external customer relations; intervene to solve problems and disputes
  • Meet and respond to the needs of Ziegler CSR team as well as assigned customers in a professional and timely manner, this may include evening and/or weekend emergency calls
  • Work with service department personnel to schedule CVA services and repairs and communicate status regularly with customer
  • Utilize CRM to track customer activity including phone calls, emails and in-person visits. In addition, use CRM to track sales opportunities including wins and losses for self and CSR team

Qualifications:

  • 2-year degree required; 4 year degree is preferred
  • 2+ years of related customer support experience
  • Strong customer service skills
  • Results-oriented and self-starter
  • Strong mechanical aptitude
  • Excellent communication skills - written and verbal
  • Sense of urgency
  • Customer Focus, Achievement Orientation, Problem Solving, Planning and Organization and Teamwork
  • Must have and maintain a clean driving record
  • Able to operate equipment safely

Travel:

  • Up to 20% travel

Minimum Physical Requirements:

  • Push/pull up to 10 lbs.
  • Lift up to 30 lbs.
  • Carry up to 50 lbs.
  • Neck rotation, trunk rotation, stair climbing, ladder climbing, repetitive bending, kneeling, sustained squat, forward reaching, overhead reaching.

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Ziegler Inc. will reasonably accommodate the known disabilities of qualified disabled individuals.

No Visa sponsorship available for this position. Authorization to work in the United States is required.

Ziegler Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color or creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, pregnancy, affectional preference, disability, age, marital status, familial status, protected veteran status, status with regard to public assistance, membership or activity in a local commission dealing with discrimination, or any other protected class status.

For more information about your equal employment opportunity rights and protections, click here.

For information about your Family and Medical Leave Act rights, click here, and for information about the Employee Polygraph Protection Act, click here.

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Special Assistance Request Form | Ziegler CAT

Ziegler Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, status as a qualified individual with a disability, or any other protected class status.