Experienced Customer Service Consultant

2 weeks ago

Baltimore, Maryland, United States MW Industries Full time

Senior Customer Service Representative

Job Category: Manufacturing

Requisition Number: SENIO002760

Job Overview:

As a Senior Customer Service Representative, you will be responsible for addressing customer inquiries through various communication channels including phone, email, fax, and chat. Your role involves providing effective non-technical solutions to customer issues, ensuring a high level of satisfaction.

Key Responsibilities:

  1. Respond to customer inquiries and resolve issues efficiently.
  2. Analyze customer service needs and collaborate with other departments to deliver tailored solutions.
  3. Maintain a comprehensive understanding of the company's offerings to address complex inquiries.
  4. Utilize customer relationship management tools to document interactions and gather product information.

Support Sales Initiatives:

  1. Assist in lead generation and sales efforts.
  2. Ensure customer orders are accurate in terms of pricing and delivery.
  3. Process customer requests for quotes, reviewing technical specifications as necessary.
  4. Collaborate with engineering teams to develop and quote new products.
  5. Engage with vendors to obtain necessary quotes for sourcing.
  6. Communicate effectively with customers and account managers to gather feedback on quotes.

Customer Service Support:

  1. Manage overflow customer service calls, particularly in challenging situations.
  2. Provide updates on order statuses and handle requests for modifications or cancellations.
  3. Ensure accurate revisions of part numbers and quantities in collaboration with engineering.
  4. Coordinate with quality assurance to address customer requests for specific documentation and certifications.

Required Skills and Qualifications:

  1. Proven experience with ERP systems.
  2. Excellent communication and presentation abilities.
  3. Strong analytical and negotiation skills.
  4. Familiarity with Microsoft Office Suite.
  5. High School Diploma required; a two-year degree is preferred.
  6. A minimum of five years of relevant experience is necessary.

Equal Employment Opportunity:

MW Industries, Inc. is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind.

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