Industry Support Liaison

2 weeks ago


Hiawatha, Iowa, United States Berkshire Production Supply Full time
Company Profile:
Berkshire Production Supply LLC is a leading provider of industrial tools in the Midwest, with over 40 locations across the country and over 1 million square feet of warehouse space. We pride ourselves on providing responsive personal service and same-day shipping to our customers.

Salary:$45,000 - $60,000 per year, depending on experience.

Job Responsibilities:
This role requires a highly skilled customer service representative to join our team at our Hiawatha, IA facility. As a liaison between external and internal parties, you will be responsible for providing product information, answering questions, and resolving issues with accuracy and efficiency. You will work closely with the sales team and other internal teams to meet and exceed customer service expectations.

Key Performance Indicators (KPIs):
  • Resolution rate: ensuring that customer issues are resolved efficiently and effectively.
  • First call resolution (FCR): ensuring that customer issues are resolved on the first contact.
  • Customer satisfaction (CSAT): ensuring that customers are satisfied with the level of service provided.

Requirements:
To be successful in this position, you must have excellent communication skills, including verbal, written, and interpersonal. You should be proficient in using Windows computers and Microsoft Outlook, Excel, and Teams. Strong problem-solving and deductive reasoning skills are also required. Additionally, you must have a customer-centric attitude and a desire to grow with and contribute to a customer-focused company.

Training and Development:
We offer comprehensive training and development programs to help you grow and develop your skills in this role. Our training programs cover areas such as product knowledge, customer service skills, and industry-specific knowledge. We also offer ongoing coaching and mentoring to ensure that you have the support and guidance you need to succeed in this role.

Benefits:
We offer a competitive salary, flexible schedule, paid holidays, paid vacation, attendance awards, overtime eligibility, growth opportunities locally and nationally, tuition reimbursement, 401(k) with company match, PPO medical, vision, and company-paid dental, company-paid short-term disability, long-term disability, life insurance, EAP, voluntary employee/spouse/child life insurance, accident, hospital indemnity, critical illness insurance.

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