Customer Service Rep

3 months ago


Eden Prairie, United States Tennant Coatings, Inc. Full time

* 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 busiensses, 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. Responsibilities to include:

* High school diploma or equivalent plus one year experience in a customer contact center environment

* SAP or ERP systems and Cisco soft phone experience preferred

**REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:** In addition to the General Responsibilities, the following are requisite interpersonal and behavior skills of the position: + 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

+ 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 his/her approach as business requirements change

* Customer Advocacy:

* 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

* Strong attendance and punctuality

* Proficiency with Microsoft Outlook

* Intermediate keyboard skills

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

**Job Segment:** Customer Service Representative, ERP, SAP, Customer Service, Sales, Technology


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