B2B Customer Support and Product Advisor

1 week ago


Medford, Oregon, United States Manufacturing company Full time
Job Overview

B2B CUSTOMER SUPPORT AND PRODUCT ADVISOR - REQUIRES BUSINESS TO BUSINESS EXPERIENCE

Company Overview:

We are a prominent manufacturer specializing in custom Food Service Equipment, dedicated to delivering high-quality and innovative solutions to our clientele. Our commitment to excellence, technical proficiency, and superior customer service distinguishes us in the marketplace. The Product Advisor will be instrumental in upholding our reputation by providing outstanding service and product solutions to our esteemed customers.

Position Summary:

The Product Advisor will act as the primary liaison for our clients, assisting them with product selections tailored to specific applications. This role involves close collaboration with our overseas manufacturing facilities to ensure accurate product quotations and to address any challenges that may arise throughout the order process. The advisor will also handle order inquiries, process quotes, purchase orders, enter work orders, and resolve any issues related to customer projects. We seek an individual who is enthusiastic about delivering exceptional customer experiences, possesses strong communication and decision-making skills, and is adept at managing multiple priorities in a dynamic environment.

Key Responsibilities:

  • Customer Support: Respond to client inquiries through various channels, providing troubleshooting assistance, product information, and updates on order status to ensure satisfaction.
  • Order Management: Efficiently manage customer quote requests, ensuring precision as jobs often involve multiple configurations. Collaborate with various departments, including Sales, Engineering, Production, and Finance, to meet customer needs.
  • Product Expertise: Acquire a comprehensive understanding of our product range, components, and their applications. Offer expert recommendations to clients based on their specific requirements.
  • Issue Resolution: Proactively address customer complaints and concerns, ensuring timely resolution in accordance with company policies.
  • Relationship Development: Build meaningful relationships with our customer base and establish strong connections with key suppliers and manufacturers to foster growth and market expansion.
  • Record Keeping: Maintain accurate and current records of customer interactions, transactions, inquiries, and complaints, utilizing our CRM system effectively.
  • Continuous Improvement: Propose and engage in process enhancements to improve the efficiency and effectiveness of the customer service department.

Qualifications:

Education: An associate degree is preferred, though not mandatory. Certifications in project management or related fields are advantageous, along with technical or product-related experience.

Experience: A minimum of 3 years in a B2B technical/customer support role is preferred, ideally within a manufacturing or related sector. Experience with factory operations is a plus.

Communication Skills: Exceptional verbal and written communication skills are essential, with the ability to convey technical information clearly and concisely to clients.

Customer Focus: A strong passion for delivering outstanding product support and customer experiences, with a commitment to customer satisfaction.

Problem-Solving Skills: Proven ability to troubleshoot and resolve issues efficiently.

Team Collaboration: Demonstrated ability to work effectively with cross-functional teams and support colleagues as needed.

Organizational Skills: Strong organizational and multitasking capabilities to manage multiple customer inquiries and priorities simultaneously.

Technical Proficiency: Proficient in MS Office applications (Word, Excel, Outlook, Teams), with experience in Auto Quotes, NAV, and CRM tools being advantageous.

We provide a comprehensive benefits package, including medical, dental, vision, life insurance, and 401K matching, along with paid time off.



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