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Industrial Direct Customer Support Specialist

2 months ago

Wausau, Wisconsin, United States Wausau Coated Products Inc Full time

POSITION OVERVIEW:

The Customer Engagement Specialist for Industrial Products is integral in providing outstanding customer support, ensuring operational excellence in a fast-paced setting, and fostering a collaborative team environment. This position is responsible for direct client assistance regarding the Industrial Direct Product Portfolio. The Specialist collaborates closely with Regional Sales Managers and various internal stakeholders to deliver services and solutions that align with customer expectations.

WORKING HOURS:

This is a full-time role, typically scheduled Monday through Friday, from 8:00 a.m. to 4:00 p.m., or as directed by the Senior Customer Solutions Team Manager. Overtime may be required based on business needs. A hybrid work arrangement is available for eligible employees, allowing for three days on-site and two days remote, provided they reside within a reasonable commuting distance.

KEY RESPONSIBILITIES:

Account Management: Take ownership of assigned accounts, acting as the internal advocate for customers to fulfill their requirements and drive projects to successful completion.

Inquiry Response: Efficiently and courteously handle customer inquiries via phone and email regarding products, pricing, delivery, quality, inventory, and related matters.

Technical Assistance: Offer customers technical guidance on printer hardware, software, service plans, and product specifications to facilitate informed decision-making.

Sales Opportunities: Identify and pursue opportunities to upsell or cross-sell additional products or services based on customer needs.

Order Processing: Accurately enter and manage customer purchase orders, ensuring compliance with international regulations for orders outside the domestic market.

Vendor Coordination: Prepare and manage third-party vendor purchase orders, ensuring timely fulfillment and resolution of any discrepancies.

Order Monitoring: Oversee the status of customer orders, coordinating with various teams to ensure timely delivery and providing customers with updates.

Inventory Management: Maintain forecasts for customer inventory, processing replenishments and release orders to optimize service levels.

Quoting and Pricing: Gather product specifications to process estimate requests and maintain customer-specific pricing structures.

Project Facilitation: Assist in managing Request For Analysis (RFA) projects, collaborating with sales teams to ensure successful outcomes.

Quality Control: Conduct quality assessments on finished products to ensure compliance with company standards prior to customer delivery.

Complaint Resolution: Address customer complaints professionally, working towards satisfactory resolutions and collaborating with management on necessary actions.

Record Maintenance: Keep precise records of customer interactions and profiles within the company’s CRM system.

Relationship Development: Build and nurture positive relationships with customers through exceptional service and responsiveness.

Team Collaboration: Work closely with sales, technical, and operational teams to ensure effective communication and coordination in meeting customer needs.

Continuous Improvement: Provide insights to management regarding customer preferences and suggestions for enhancing service delivery.

Additional Responsibilities: Provide support to team members as needed and assist Regional Sales Managers with various tasks.

SKILLS AND QUALIFICATIONS:

Organizational Skills:

  • Time Management: Effectively prioritize tasks in a dynamic environment.
  • Record Keeping: Maintain organized records despite interruptions.
  • Prioritization: Manage multiple tasks and adjust focus as needed.
  • Computer Proficiency: Navigate various applications efficiently.

Interpersonal Skills:

  • Collaboration: Ability to work effectively with diverse teams.
  • Relationship Building: Skill in developing and maintaining positive customer relationships.
  • Communication: Strong verbal and written communication abilities.
  • Teamwork: Actively participate and support team initiatives.

Soft Skills:

  • Customer Focus: Dedicated to understanding and meeting customer needs.
  • Problem-Solving: Confidently address and resolve issues.
  • Attention to Detail: Maintain high accuracy in all tasks.
  • Adaptability: Flexibility to handle changing priorities and tasks.
  • Resilience: Ability to perform well under pressure.
  • Curiosity: Eagerness to learn and apply new skills.

EDUCATION AND EXPERIENCE:

  • Three to five years of relevant experience is required.
  • A two-year Associate Degree is mandatory.
  • A combination of education, training, and experience may be considered.
  • Experience in a printing or manufacturing environment is preferred.
  • Proficiency in Microsoft Office applications is advantageous.