Customer Support Specialist II
2 weeks ago
Customer Care Representative II plays a vital role in the direct promotion and assistance of aftermarket solutions and services for machine tools and auxiliary equipment. This position is accountable for driving new business by engaging with incoming marketing inquiries, cultivating new prospects, assessing customer requirements, offering suitable products and services, and fostering exceptional customer satisfaction.
Key Responsibilities:
- Provide administrative assistance to the Customer Experience Center.
- Welcome customers and team members visiting the Customer Experience Center.
- Assist with events organized at the CEC and manage logistical tasks as necessary.
- Address customer inquiries via phone, email, or chat to deliver non-technical problem resolution.
- Evaluate customer needs and refer to other service or technical departments for follow-up or additional information as required.
- Develop and execute sales initiatives and promote new offerings to enhance order intake.
- Re-engage aftermarket customers to increase share of wallet.
- May be tasked with supporting more complex or critical products.
- Utilize a customer relationship management application or database to document activities and research product information.
- Collaborate with sales and service department leaders to support new or existing sales opportunities.
- Identify customer needs and requirements based on purchase history and propose suitable solutions for cost-saving opportunities that will boost overall sales revenue.
- Assist all departmental initiatives to ensure sales growth and a positive customer experience.
- Facilitate sales opportunities by building rapport, providing technical information and explanations when possible, and preparing quotations.
- Engage with customers and monitor results in CRM and ERP systems.
- Identify decision-makers among targeted leads to initiate the sales process.
- Maintain customer records and files; manage inquiries and resolve customer issues.
- Communicate regularly with customers regarding their order status and provide detailed information should delays occur.
- Maintain a solid and professional working relationship with all associates and partners.
- Enhance job knowledge by studying new product descriptions and participating in educational opportunities and internal system training.
•NOTE: Although this is not a technical service role, the customer care representative should strive to become functionally proficient in equipment technology through internal training.
Knowledge, Skills, and Abilities:
- Experience in machine tool or service environments.
- Intermediate analytical ability for complex problem-solving.
- Strong verbal and written communication skills.
- Ability to work independently.
- High level of interpersonal skills to work effectively with others, solicit input from customers, and obtain cooperation from associates in other departments.
- Innovative and creative thinking.
- Excellent customer service and relationship-building skills.
- Ability to remain calm under pressure and adapt to change.
- Highly organized self-starter; goal-oriented.
- Basic understanding of production operations.
- High school diploma or equivalent.
- 3-5 years of relevant experience.
- Bi-Lingual, Fluent in Spanish.
- Able to lift up to 30 lbs.
- Proficient in Microsoft Office Suite.
- Salesforce experience is a plus.
- Experience with Epicor and Microsoft Great Plains is a plus.
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