Customer Support Specialist II

1 week ago


Newport News, Virginia, United States MMT Full time
Job Overview

The Customer Care Representative II plays a crucial role in the promotion and assistance of aftermarket solutions for machine tools and related equipment. This position focuses on driving new business by engaging with incoming marketing leads, cultivating new prospects, assessing customer requirements, and ensuring high levels of customer satisfaction.


Key Responsibilities:
  • Provide administrative assistance to the Customer Experience Center.
  • Welcome and assist customers and team members visiting the Customer Experience Center.
  • Coordinate events at the CEC and manage logistical tasks as necessary.
  • Address customer inquiries via phone, email, or chat, delivering non-technical resolutions.
  • Evaluate customer needs and direct them to appropriate service or technical departments for further assistance.
  • Design and execute sales initiatives to promote new offerings and enhance order intake.
  • Re-engage aftermarket customers to increase market share.
  • May handle more intricate or critical product support.
  • Utilize a customer relationship management application to document activities and research product details.

Sales Support Strategies:
  • Collaborate with sales and service department leaders to foster new or existing sales opportunities.
  • Identify customer needs based on purchase history and recommend suitable solutions for cost-saving opportunities that will boost overall sales revenue.
  • Support departmental goals to ensure sales growth and a positive customer experience.
  • Assist in sales opportunities by building rapport, providing technical insights, and preparing quotes.
  • Engage with customers and monitor results in CRM and ERP systems.
  • Identify key decision-makers among targeted leads to initiate the sales process.
  • Maintain customer records and files; address inquiries and resolve customer issues.
  • Regularly communicate with customers regarding order status and provide detailed updates in case of delays.
  • Foster a professional working relationship with all associates and partners.
  • Enhance job knowledge by studying new product information and participating in training opportunities.

Qualifications:
  • High school diploma or equivalent.
  • 3-5 years of relevant experience.
  • Fluency in Spanish is required.
  • Able to lift up to 30 lbs.

Technical Skills:
  • Proficient in Microsoft Office Suite.
  • Experience with Salesforce is a plus.
  • Familiarity with Epicor and Microsoft Great Plains is advantageous.


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