Customer Experience Specialist

7 days ago

Knoxville, TN, United States EBSCO Industries Inc Full time

Bailey International is a forward-thinking company dedicated to excellence in Sales Operations and Supply Chain management. We specialize in engineering, manufacturing, and sourcing hydraulic and electronic control solutions that drive key industries like agriculture, construction, and transportation. With a steadfast focus on quality, innovation, and customer success, we take pride in being a trusted partner in motion control solutions. Whether on the shop floor or in the boardroom, our culture is built on integrity, collaboration, and a commitment to continuous improvement.

Job Summary

A Customer Experience Specialist is a liaison for the customers and the business. This position is responsible for creating a wow customer experience by receiving inbound customer calls, taking and processing orders and going the extra mile to serve our customers well.

Job Responsibilities

  • Answers inbound calls in a professional, yet cheerful and engaging manner
  • Answers inbound emails in a professional, engaging manner with proper communication, knowing when to reach out to the customer via a phone call
  • Setting up new customer accounts in our ERP system
  • Provides customers with product pricing and availability
  • Accurately processes orders, return authorizations and quotes
  • Responds to customer inquiries in a timely manner
  • Research required information using available resources and processes
  • Answers basic technical questions using system information/manufacturer specification sheets and limited google searches if needed
  • Looks for opportunities to upselling and cross-sell products on incoming orders
  • Identifies sales opportunities based on a customer's sales history and potential and then make the appropriate decision on special pricing or route to Workshop Inside Sales Rep as appropriate
  • Handles and resolves customer complaints professionally and timely, knowing when to escalate the call
  • Routes calls to appropriate department, as needed using a "warm transfer" process.
  • Continues to strengthen mechanical aptitude and knowledge
  • Organizes daily schedule to include inbound calls, return voicemails and conduct follow-up calls, as needed
Job Requirements
  • High School Diploma or GED
  • At least one year of work-related experience in customer service and/or sales role
Preferred
  • Working knowledge of cloud-based computer programs; experience with NetSuite
  • Experience operating a call center, cloud-based phone system
  • Hydraulic industry experience
Essential Job Function
  • Works autonomously and collaboratively in a fast past environment while maintaining a professional and upbeat attitude
  • Outstanding organizational, interpersonal and communication (written and verbal) skills
  • Sits in an office environment and/ or in front of a computer for long periods of time with or without reasonable accommodations
  • Strong analytical and problem-solving skills
  • Proficient in the use of Microsoft Office programs such as Word, Excel, Outlook
  • Strong phone and active listening skills
  • Lifts up to 10 pounds with or without reasonable accommodations
  • Ability to work overtime and weekends based on business needs
  • Ability to travel up to 10% of the time for meetings, training or other business needs with or without reasonable accommodations
  • Walks throughout a large facility with or without reasonable accommodations

At Bailey International, we prioritize culture and seek candidates who embody our core values: Passion, Teamwork, Creativity, and Delivery. The ideal candidate brings a positive attitude, thrives in a collaborative environment, communicates proactively, and demonstrates curiosity, innovation, and adaptability. As a company rooted in continuous improvement, we encourage all employees to contribute creatively, while fostering both personal and team growth. We are committed to building an inclusive workplace where everyone feels valued and respected. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local laws. If this resonates with you, we'd love to hear from you.

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