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Customer Support Specialist

3 months ago

Seattle, United States Heatcon Inc Full time $26 - $27
Job DescriptionJob Description

Summary

Effectively interface with outside sales representatives and customer service personnel to provide customers with price quotations, technical application assistance, troubleshooting, and excellent customer service. Support assigned outside sales representatives and territories to maintain and expand the customer account base and to identify, contact, and secure profitable business relationships. Communicate the results of sales activities to management.

Essential Duties and Responsibilities include the following. Other duties may be assigned.
  • Provide customers with timely and accurate price quotations; research and contact suppliers, as appropriate; review and follow-up on customer quotes; and enter quotes won as customer orders.
  • Develop professional working relationships and rapport with customer contacts and sales representatives while effectively functioning as the Company’s representative to firmly, professionally, and accurately communicate Company policies and guidelines including product information and availability, customer solutions based upon type of company, pricing, lead times, terms and conditions, ship dates, etc.
  • Proactively communicate with customers and vendors; provide efficient assistance to telephone inquiries and timely responses to customer e-mails while working within the policies and guidelines established by the Company.
  • Effectively interface and cooperate with other departments to attain a high level of customer satisfaction and effective professional working relationships within the team.
  • Develop and maintain professional knowledge of Company products, services, reference materials, and catalogs and familiarity with competitors’ products, especially in regards to equipment, in order to assist in identifying concepts, processes, products, and services that can be implemented to add to the value of the business relationship.
  • Interface as first point of contact for customer complaints and utilize effective judgment to refer appropriate complaints to the Customer Service Manager and, if necessary, the quality department, and actively assist with resolution by investigating problems, identifying possible solutions, and making recommendations to management.
  • Receive, screen, and route phone calls in an expedient, efficient, and professional manner.
  • Provide support to other sales personnel on all pre-sale and post-sale activities including order processing, vendor relations, shipping and receiving, follow-up, and training, as necessary.
  • Understand and comply with the sales system, process, and maintenance of the contact database.
  • Assist in establishing and maintaining excellent customer service and consistent Company image throughout product lines, promotional materials, and events to maintain differentiation from our competitors.
  • Maintain expected productivity and quality standards that make financial returns possible for the Company to continue to provide excellent service to our customers and job opportunities and career growth for our staff.

Supervisory Responsibilities

This position assists in providing guidance and direction for sales personnel.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and/or Experience

Bachelor’s degree (B.A. or B.S.) in an applicable technical field from a four-year college or university and four years of sales experience in an aerospace or manufacturing environment and/or training or equivalent combination of education and experience.


Computer Skills

Proficient with a personal computer, word processing programs, and spreadsheets and ability to type.


Language Skills

Ability to read professional reports, scientific and technical journals, and legal documents. Ability to effectively communicate information to other employees, management, and customers. Ability to respond to inquiries or complaints from customers. Must be able to write professional correspondence. Must have strong customer service and persuasive sales skills.


Mathematical Skills

Ability to apply concepts of arithmetic, algebra, and geometry to calculate figures and amounts such as discounts, product pricing, profit margins, and Ohm’s Law.


Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, stand, balance, sit for prolonged periods, speak clearly, and hear. Specific vision abilities required by this job include close vision and ability to adjust focus. The employee is regularly required to use fingers, hands, and arms to manipulate and shuffle documents, use writing instruments, and type on a keyboard. The employee must occasionally lift and/or move 25 pounds.

Safety Rules

Employees are required to know and abide by all safety rules and programs. Employees must observe and practice safe working conditions and report any condition that does not meet safety standards. Under state law, employees have a duty to immediately report all accidents to their employer. Work areas should be kept clean and well-organized.

Work Environment

Drug-free working environment. Usual office conditions.

AAP/EEO Statement

HEATCON® is an affirmative action and equal opportunity employer - Minority/Female/Veteran/Disability. Applicants are considered based on knowledge, skills and abilities, without regard to race, color, religion, creed, gender, national origin, marital status, sexual orientation, age, protected veteran status, disability or any other basis protected by federal, state or local law.