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Customer Relations Representative

4 months ago

Madison, United States Viking Masek Global Packaging Full time

Embark on an exciting career journey with Viking Masek as a Customer Relations Representative, where every day is an opportunity to make a real impact. Picture yourself at the forefront of the packaging machinery industry, engaging with our valued customers and ensuring their satisfaction. As the linchpin between innovation and client needs, you'll play a pivotal role in our success story. Experience the fulfillment of being part of an organization that's shaping the future of packaging technology – your next adventure starts here We have fun and relaxed workplace culture, a solid benefits package, and significant opportunity for growth for the right person. Description

This role is responsible for understanding the company and customer’s technical needs, developing and defining parts and service solutions. A Customer Relations Representative works to develop leads to grow a business. They work directly with customers to recommend products and services to fit their needs. A good Customer Relations Representative anticipates customer concerns and offers practical solutions to resolve them. This role will generate service schedules, interact daily with customers, and manage concerns or questions. They will implement operational tactics to achieve short and long-term goals for the department. They are responsible for the engagement of the employees, service processes, and customer relations post-delivery. They will supervise teams, liaise service techs with internal teams, and research and evaluate solutions. They will update and maintain service records and ensure the company’s positive image and reputation remains intact (Service & Parts). Job Requirements

Strong organizational & proven leadership skills High technical & mechanical aptitude Prior packaging equipment experience preferred Ability to work in a team environment & professionally handle confidential matters while leading & influencing others to accomplish operational objectives Proficient in Microsoft Office, (Excel, MS Word) Job Duties & Responsibilities

Assigns and coordinates work assignments and resolution of critical technical and procedural problems. Provides assistance and responds to customer inquiries. Improves customer service experience, creates engaged customers, and facilitates organic growth Takes ownership of customers' issues and follows problems through to resolution Communicates to service teams Initiates service confirmations, changes, reminders, and required follow-up Billing and invoicing Ensures Field Service Technicians have the necessary manpower, and knowledge to achieve goals Technician onboarding and ramping of new hires and talent acquisition Maintains the Production & Service calendars Works with internal departments as needed Organizes technical and operational documentation Develops Technical Service strategies to help the organization achieve goals and objectives Reviews and validates individual service team payroll documentation and end-of-month expenses Manages department phone system, call routing, on-call scheduling, and technical changes Defines and implements short and long-term tactical operations plans that align with the business Creates, edits, and implements company policies pertaining to the department Studies and standardizes procedures to improve efficiency of Technical Service teams. Sets up and coordinates all Service visits

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