Customer Service Representative II
2 months ago
Major Duties and Responsibilities:
- Provide administrative support to the Customer Experience Center
- Meet and greet customers and team members that visit the Customer Experience Center
- Support events scheduled at the CEC & manage logistical activities when needed.
- 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.
- Develop and implement sales campaigns and promote new offerings to increase order intake.
- Recapture aftermarket customers to grow share of wallet.
- May be assigned to support products that are more complex or critical.
- Uses a customer relationship application or database to record activities and research product information.
- 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.
- Interact with customers and track results in CRM and ERP
- Identify decision makers among targeted leads in order to initiate sales process.
- Determine customer needs and requirements based on purchase history and suggest appropriate solutions for cost savings opportunities that will increase overall sales revenue.
- Maintain customer records and files; handle inquiries and troubleshoot 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
- Intermediate 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.
- Basic understanding of Production operations
Requirements:
- High school diploma or equivalent.
- 3-5 years of related experience.
- Bi-Lingual, Fluent in Spanish
- Able to lift up to 30 lbs.
- Proficient with Microsoft Office Suite
- Salesforce Experience a plus
- Epicor and Microsoft Great Plains experience a plus
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