Job Description
Overview:
The primary purpose of this position is to be responsible for providing effective customer service support for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the technical support group. The Inside Representative is ultimately responsible for establishing and maintaining long-term customer relationships and customer satisfaction.
Core Responsibilities:
- Process all sales orders; prepping, processing and acknowledging orders within 24-48 hours of receipt. This includes managing customer blanket orders and web portals as necessary.
- Provide second level of support to distributor, OEM and end user accounts. Ability to review motor specifications and dimensional drawings to select the correct adaptor plate and bushing. Ability to use the configurator tools and general navigation of website.
- Answer all incoming pre and post-sale customer inquiries; customer account setup, expedite requests, cancellations, pricing or stock checks, order status/tracking within 24-48 hours.
- Maintain a high level of order accuracy, with a minimal amount of order entry error.
- Investigate and present solutions to unusual situations or concerns
- Handle customer requests for credit, returns, warranty and repair. Prepare Return Merchandise Authorization (RMA) documents to be sent to the customer.
- Partner with Regional Sales Engineers, Applications Engineers and Mechanical Engineers to meet and exceed the customer’s service expectations. Be the primary liaison between the customer, salesperson, engineering, material control departments.
- Confer with production, shipping, warehouse or parent headquarters to track product
- Review forecasts with Regional Sales Manager, National Sales Manager, Inside Sales Manager, Procurement Team and Director of Sales and Marketing
- Prepare customer quotations and follow up with the customer or appropriate sales/application engineer. Monitor sales activities on a regular basis to stay up to date on territory activities.
- Establish and maintain customer records in CRM and/or ERP systems, including accounts/contacts, notes, leads, opportunities, quotations and other information for efficient handling of responsibilities.
- Follow up on open quotes and trade show leads
- Perform other duties as necessary and those listed in the lower levels.
Qualifications:
- Strong customer orientation, including the ability to understand and be empathetic to their needs and expectations.
- Minimum of 5 years of customer service experience or relevant certification, with industry experience and a strong understanding of part-number systems.
- Minimum 3 years’ experience with gearboxes or related product preferred.
- Ability to effectively present information and respond to questions from OEM customers, distributors and internal salespeople via telephone, email and in-person communications. Strong written and verbal communication skills.
- Ability to work cross-functionally with other intercompany departments, clearly communicating customer needs and expectations internally within the organization. Team mentality.
- Ability to deal with a variety of complex issues simultaneously and to follow through to completion. Creatively develop solutions to challenging problems.
- Detail oriented – must have a keen eye for purchase order details, i.e. shipping methods and customer addresses, payment terms, pricing, products, etc.
- Solid time management skills; ability to organize and manage multiple priorities at a high level.
- Ability to maintain composure in highly stressful or adverse situations
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