Customer Experience Liaison
1 week ago
Job Summary
Backer Hotwatt, a leading manufacturer of custom heating elements, is seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our customer-facing department, you will be responsible for delivering exceptional customer service and ensuring seamless interactions with our clients.
About Us
Backer Hotwatt is a trusted partner to top companies in the Medical Device, Test & Measurement, and Semiconductor industries. We pride ourselves on our commitment to quality, service, and dependability, and we're looking for a talented individual to help us continue to exceed our customers' expectations.
Key Responsibilities
- Quotations and Order Management: Collaborate with Sales and Engineering teams to provide timely quotations and respond to order management inquiries from customers.
- Lead Management and Sales Support: Manage new sales inquiries, support our sales channel in obtaining new customers, and update company/contact/opportunity information in our CRM system.
- Order Entry and Accuracy: Enter customer orders into our planning system and provide order acknowledgments, ensuring accuracy and timely completion.
Performance Metrics
- Quotation Turnaround Time: Meet or exceed our target for timely quotation delivery.
- Inquiry Response Time: Respond to customer inquiries within our established timeframe.
- Order Entry Accuracy and Timing: Ensure accurate and timely order entry, minimizing errors and delays.
- Customer Satisfaction Rating: Maintain high customer satisfaction ratings through exceptional service and support.
Requirements
- Customer-Facing Experience: Proven experience in a customer-facing role, preferably in a B2B environment.
- Excellent Communication Skills: Possess excellent verbal and written communication skills, with the ability to effectively interact with customers and internal stakeholders.
- Organizational and Analytical Skills: Demonstrate strong organizational and analytical skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Technical Skills: Proficiency in MS Office products and CRM systems, with a willingness to learn and adapt to new technologies.
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