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Customer Relations Specialist

1 month ago

Cedar Rapids, United States ESP International Full time

Our Aerospace team is looking for their next Customer Relations Specialist to help take on the customers of the industry and grow into a Territory Account Manager within one to two years. 

Working alongside the Customer Relations Manager and Aerospace Business Development manager you will have a supportive and dedicated team to put you on the path to owning both roles 

The Customer Relations Specialist role is important to the growth and sustainability of the company.  This position is responsible for the day-to-day communication and maintenance of ESP’s CE customer base.  This position needs to provide timely responses to customer requests which include expedite requests, order modifications, and shipping information, etc.  Finally, this position is responsible for providing exceptional customer service and keeping our customers as Raving Fans of ESP.  

The Territory Account Manager role, which this position is expected to feed into, generates profitable revenues for ESP International by selling ESP products and services and maximizes Customer Value and Satisfaction by enhancing the Strategic Relationship with their customers as well as coordinating with the Account Management service team that deals with the daily needs of their customer base. 

Essential Duties and Responsibilities and Leadership Competencies for the CRS role:

1. Customer On Time Delivery:

 Daily:

  • Order acknowledgement to customers on new orders
  • Manage expedite and push out requests from customers
  • Complete late line coding for assigned customers.
  • Process catalog RFQs to return to the customer based off strategic initiatives within the company.

Weekly:

  • Conduct effective open order management to ensure customer delivery expectations are met
  • Manage lengthier/time consuming requests from customers (reports, etc.)
  • Meet with Business Development Managers Bi-weekly to keep them aware of customer account activity.
  • Attending technical training & quote reviews to learn product knowledge and systems.

Monthly:

  • Have a set scheduled call with main contact at each customer to discuss OTD performance and any open issues

2. Maintain Customer Profitability 

Daily:

  • Monitor customer orders for correct sales prices entered
  • Correct any errors or mispriced PO’s
  • Communicate any pricing discrepancies to customers

Weekly:

  • Communicate price increase to customer
  • Identify any slow or non-moving parts and speak with the customer on them
  • Work with the Pricing Analyst to investigate low or negative margin parts

Monthly:

  • Compile E&O list and partner with assigned BDM to present to customer for purchase or contact the customer directly to disposition of material.
  • Work w/ Pricing Analyst to review any customer parts that still have low and negative margin and present to customer for correction

3. Customer communication:

 Daily:

  • Respond to customers’ requests in the same day received whether via email or phone
  • Work with our suppliers to ensure customer order OTD

Weekly:

  • Manage lengthier/time consuming requests from customers
  • Review customer OTD using Power BI and RADAR
  • Provide customers with requested reports. 

4. Provide WOW Customer Service:

Daily:

  • Follow the supervision of the Customer Relationship Manager for requested tasks
  • Answering incoming calls and emails in a timely manner
  • Maintain an upbeat and positive demeanor
  • Thank customers for their time and business
  • Respond to customer requests quickly, with closure target being on the day you received it

Weekly:

  • Share customer feedback and provide recognition on a weekly (at least weekly) basis to team members 

Other Competencies and Native Genius:

Organizational Savvy: Operates within the organization’s formal and informal structures while building allies and relationships across departments.  Uses allies to build consensus and create results.  Is appropriately diplomatic, understands others’ roles and perspectives, and can sell projects and ideas across the organization.

Decision Making/Judgment: Recognizes problems and responds. Systematically gathers information and can sort through complex issues. Seeks input from others, addresses root cause of issue, and makes timely decisions. Can make difficult decisions and uses consensus when possible.  Communicates decisions to others.

Problem Solving/Analysis: Breaks down problems into smaller components. Understands underlying issues, can simplify and process complex issues, and recognizes the difference between critical details and unimportant facts.

Interpersonal Skills: Flexible and open minded, builds strong relationships, negotiates effectively, has good listening skills, and solicits performance feedback while handling constructive criticism.

Continuous Improvement Mindset: Have an intolerance for errors or inefficiencies.  If you observe areas for improvement, make these known to your management, along with suggestions.  Be an active player in improving your “work world”.

Qualifications:

Education & Experience:

Associate’s degree from college or technical school and two years of customer facing experience and/or training; or equivalent combination of education and experience.  Familiarity with pressure situations and how to handle them in a professional business manner also required.

Tech Skills:

  • Advanced computer skills. Proficient in Microsoft Outlook, Word, Excel, and PowerPoint and Database systems.

Other Skills:

  • Language: Ability to read and interpret complex documents such as financial statements, contracts, and procedure manuals.  Possesses high level business writing skills.  Ability to speak effectively before groups of customers or associates of ESP.
  • Quantitative: Ability to work with mathematical concepts such as probability and statistics. Ability to apply concepts such as fractions, percentages, ratios, graphs, and proportions to practical situations.
  • Critical Thinking: Able to display high level reasoning skills to solve multiple, complex situations.

Cultural Fit – Company’s Core Value and Behaviors:

  • Expertise:  I will master the details of my job.  I love to learn and I commit to continuous improvement of my talents and skills.  I am not afraid to take on new challenges and opportunities to develop myself.
  • Service:  I appreciate that our Company, and my role, will not exist if we do not serve the needs of our stakeholders. 
  • Passion:  I commit to bringing my best self to my work every day.  I think of ways to improve myself, my work, and my Company at all times. 
  • Take Ownership:  I seek out opportunities to have an impact.  I take action when things aren’t right and do not wait to be told what to do.  I bring solutions, not problems, to situations. I admit when I am wrong and take accountability to resolve the situation.  I finish what I start.
  • Have Fun: I will discover and match talents with roles so that work is fun.  I will eliminate self-limiting thoughts and behaviors, expect to win, and celebrate success.  I will be cheerful and positive thinking.  I understand that attitude drives behaviors which drive results.  No cynicism.
  • Create Raving Fans:  I learn the needs of my stakeholders so I can anticipate and exceed their expectations.  I “make it easy” for them to do their best.
  • “I’ve Got Your Back”:  I am team-oriented and focus on “we” vs. “me”.  I am committed to the success of my teammates, my Company, and our stakeholders.  I am honest and open in all relationships, including providing timely feedback and coaching.  I do not throw others ‘under the bus’.
  • Create Value Every Day:  I bring results, not reasons.  I use my expertise, actions and decisions to create value for my stakeholders.  I maintain focus on the activities that truly make an impact.
  • Embrace Change:  I understand that the world and business conditions change constantly.  I remain flexible and open to supporting changes needed to serve our stakeholders, seize opportunities, and continually improve.
  • I will follow and abide by company policy as it relates to my employment and recognize my actions, choices, and words must align with the progression towards team goals. I will not work in contradiction to team progress.

Key Performance Indicators:

Account (s) OTD

 > 95%

OTD Late Line Coding %

100%

Net Promoter Score

 > 50

Order Entry/Contract Review Accuracy

>99.7%

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