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Call Center Representative

4 months ago

Eden Prairie, United States Tennant Company Full time

Call Center Representative

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

GENERAL RESPONSIBILITIES:

+ Manage a high volume of incoming phone and electronic requests/inquiries for parts, service and product information from internal and external customers in an accurate and efficient manner

+ Field requests from a diverse customer base to include government, end-users, distributors, nationwide Fortune 500 businesses, internal sales and service representatives

+ Communicate and follow through with internal and external customers with a focus on urgency, documentation, quality and customer satisfaction

+ Understand Tennant products and service to expertly advise customer of all required purchase order information

+ Effectively own and manage daily open orders, billing blocks, and service notification reports

+ Adhere to all documented procedures related to orders, quotes and service inquiries

+ Effectively resolve customer inquiries, quote, order and general requests, while balancing customer and company needs, including:

+ Electronic requests for W9, SDS, POD, certificates of insurance, part identification and vendor information requests

+ Status of part and service orders, shipment tracking information, back orders, purchase order confirmations

+ Navigating and troubleshooting all inquiries submitted through company online purchasing website

+ Partner and collaborate within Customer Service teams to build effective relationships with other internal departments to include Sales, Service, Supply Chain, Logistics, Engineering, Marketing and Legal

REQUIRED EXPERIENCE & EDUCATION:

+ High school diploma or equivalent

+ 1-2 years experience in a customer contact center environment preferred

+ SAP or ERP systems and Cisco soft phone experience preferred

REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:

+ Excellent attendance and punctuality

+ Experience in working in a multi application and dual monitor environment

+ Proficiency with Microsoft Outlook

+ Intermediate keyboard skills

+ Customer Advocacy:

+ Garners information from customers to identify their needs

+ Addresses customers inquiry by involving appropriate resources

+ Provides detailed information concerning customer inquiries and requests

+ Responds effectively to the needs of a diverse customer base, while providing exemplary customer service

+ Communication and Execution:

+ Listens, communicates clearly, concisely and professionally

+ Writes with accuracy, simplicity and professionalism

+ Ensures work is completed according to department guidelines and expectations

+ Demonstates strong self-accountability through execution of policies and procedures

+ Data Management:

+ Actively and efficiently processes all customer inquiries and requests, with a strong attention to detail

+ Consistent follow up on open inquiries to ensure timely resolution

+ Documentation of all customer impacting information relating to inquiries and requests

+ Problem Analysis and Resolution

+ Uses strong problem solving and critical thinking skills to ensure the needs of the customers are fulfilled

+ Utilize the tools, resources and processes acquired in new hire training to resolve customer related requests

+ Understands when to engage second tier support to efficiently and effectively resolve time sensitive customer needs

+ Demonstrates prioritization skills in order to accomodate emerging needs, able to adapt approach as business requirements change

Begin your journey with us. Let's reinvent how the world cleans.

Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, age, military service, pregnancy, sexual orientation, genetic information (including family medical history), marital status, gender identity or expression, parental status, political or any other non-merit based factors protected by state or federal law or local ordinance.