Customer Experience Liaison
1 week ago
About Us
Backer Hotwatt, Inc. is a leading manufacturer of custom heating elements for Original Equipment Manufacturers (OEMs) in high-reliability applications. Our clients include prominent companies in the Medical Device, Test & Measurement, and Semiconductor industries, who value our commitment to quality, service, and dependability.
Our Mission
We strive to solve our customers' temperature-related problems with innovative and robust solutions. Our team is dedicated to delivering exceptional customer experiences, fostering a culture of employee satisfaction, and promoting a work environment where every voice is heard, every effort is rewarded, and every idea is valued.
Job Summary
The Customer Experience Specialist (CES) serves as the primary liaison for our customer relationships, ensuring seamless interactions and direct connections to our CES Team. This role is critical to customer satisfaction, as it directly impacts the experience our customers have with our team.
Key Responsibilities
- Timely responses to customer inquiries, providing accurate and helpful information
- Collaboration with Sales and Engineering to deliver timely quotations
- Order status inquiries and management of order-related questions from customers
- Lead management of new sales inquiries, driving growth and revenue
- Supporting the sales channel in acquiring new customers, expanding our market reach
- Updating company, contact, and opportunity information in our CRM system
- Order entry, accurately processing customer orders and providing order acknowledgments
Performance Metrics
- Quotation turnaround time
- Inquiry response time
- Order entry accuracy and timing
- Customer satisfaction rating
Requirements
- Experience in a customer-facing role, preferably in a B2B environment
- Excellent verbal and written communication skills
- Well-organized, analytical, and results-oriented approach
- Assertive and initiative-taking, with the ability to work effectively with minimal supervision
- Proficiency in MS Office products and CRM systems
- Understanding of what it takes to champion customer interests within an organization
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