What are the responsibilities and job description for the CUSTOMER SUPPORT REPRESENTATIVE position at Bailey Equipment and Intralogistics?
Description
The Customer Support Representative is responsible for selling service and parts to accounts within their local territory and/or book of business. The Customer Support Representative is also the liaison between the customer and Bailey’s parts, service, and sales departments, and therefore plays a key role in customer satisfaction. Finding and developing new customers is as important as maintaining relationships with existing accounts, and both strategies are required to meet sales goals. Product Support Sales Representative's use the company’s CRM as a tool to manage their accounts and quotes.
Essential Duties and Responsibilities:
- Managing relationships at current customers and accounts.
- Finding and developing new customers using various sales tactics, including cold calling, inside sales, promotions, and research (EDA, SMA, etc.).
- Serving as the liaison between customers and the company’s service, parts, and sales departments.
- Communicating and sharing information with the Material Handling Consultant regarding customer equipment needs.
- Promoting and selling service programs (machine maintenance, repair, inspection, etc.) to customers within their sales territory.
- Promoting, selling, and providing operator training programs, fork and machine inspections, etc. to customers.
- Assisting customers with ordering parts, managing parts inventories, and scheduling service work.
- Performing customer service surveys and follow up to ensure customer satisfaction.
- Developing sales plans, forecasts, and strategies for specific regions and customers as requested by management.
- Maintaining updated customer account, equipment, and service history information in CRM and DIS.
- Working with sales coordinators, parts managers, and service managers on sales orders, contracts, credit applications, and other documents to complete the sales process.
- Logging detailed call reports about sales calls and customer updates in CRM.
- Quoting parts and service in CRM and managing the status of all quotes in the system.
- Assisting with accounts receivable collections as needed.
- Participating in Bailey’s safety, training, and environmental sustainability programs.
What we offer:
- Competitive pay.
- Comprehensive benefits.
- Multiple health plans including one plan with 100% employer paid premiums.
- Generous 401K matching.
- 100% Employer paid short and long term disability.
- Industry-leading time off plan with new employees earning 3 weeks of PTO per year and eligible for up to 5 additional sick days.
- A family owned and operated business that prioritizes the needs of our employees and customers.
- The ability to grow your career with us through substantial training opportunities for all team members. Training includes both OEM training with our manufacturers and proprietary training developed internally through Bailey University.
Requirements
Requirements The individual in this position should be personable, proactive, a problem solver, reliable, ethical, intelligent, highly motivated, and able to adapt to the forces around him/her—customers, suppliers, department employees, and co-workers. EDUCATION/EXPERIENCE:
- College degree
- 2 - 4 years of sales or customer-facing experience
SKILLS AND ABILITIES:
- Great written and verbal communication skills (position requires significant face to face time with both customers and fellow employees).
- Excellent interpersonal and customer relations skills.
- Proficient at Word, Excel, PowerPoint, etc.; willing and able to learn new technology.
- General knowledge of maintenance, repair, and parts department functions.
- Organizational skills.
LICENSES REQUIRED:
- Driver's License
