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Customer Support Specialist II
2 months ago
The Customer Care Representative II plays a crucial role in the promotion and assistance of aftermarket products and services related to machine tools and support equipment. This position is essential for driving new business opportunities by engaging with inbound marketing leads, cultivating new prospects, assessing customer requirements, and ensuring high levels of customer satisfaction.
Key Responsibilities:
- Provide essential administrative support to the Customer Experience Center.
- Welcome customers and team members visiting the Customer Experience Center.
- Assist in managing events at the CEC and coordinate logistical tasks as necessary.
- Address customer inquiries via phone, email, or chat, offering non-technical problem resolution.
- Evaluate customer needs and direct them to appropriate service or technical departments for further assistance.
- Design and execute sales campaigns while promoting new offerings to enhance order intake.
- Re-engage aftermarket customers to increase market share.
- May be tasked with supporting more complex or critical products.
- Utilize a customer relationship management application or database to document activities and research product details.
Sales Support Strategies:
- Collaborate with sales and service department leaders to facilitate new or ongoing sales opportunities.
- Identify customer needs based on purchase history and recommend suitable solutions for cost-saving opportunities that boost overall sales revenue.
- Contribute to departmental initiatives aimed at ensuring sales growth and a positive customer experience.
- Support sales initiatives by establishing rapport, providing technical insights when applicable, and preparing quotations.
- 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.
- Communicate regularly with customers regarding their order status and provide detailed updates in case of delays.
- Foster a solid and professional working relationship with all associates and partners.
- Enhance job knowledge by studying new product descriptions and participating in educational opportunities and internal training.
Qualifications:
- High school diploma or equivalent.
- 3-5 years of relevant experience.
- Bi-Lingual, Fluent in Spanish.
- Able to lift up to 30 lbs.
Technical Skills:
- Proficient in Microsoft Office Suite.
- Experience with Salesforce is advantageous.
- Familiarity with Epicor and Microsoft Great Plains is a plus.
