Customer Service

Customer Service

Interacts with largest customers prior to and/or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure timely execution of customer contracts. This position has authority to substantially affect the relationship between the company and a customer. Assigned work can be pre-sale with a strong focus on post-sale information management, and all other duties as assigned.

Duties and Responsibilities:

• Maintain up-to-date files in the CRM system, and perform account management tasks, including adds, deletes, and changes
• Maintain accurate data files, and prepare quality reports for management
• Generate or assist in developing profitable quotations in support of the business strategy
• Process sales orders in a courteous, efficient and timely manner
• Organize workflow to meet customer deadlines
• Conduct post sale follow up in coordination with outside sales team
• Manage telephone calls professionally, efficiently, and with good communication skills
• Attend to customer questions, complaints and concerns immediately, and facilitate satisfactory resolution with internal Companyfunctions
• Understand and appropriately use the company pricing system, and adhere to policies and guidelines
• Conduct ongoing customer needs analysis, and help perform research of customer requirements
• Participate in management meetings and take part in sales improvement initiatives and other assigned action items
• Conduct regular customer review calls and follow up as necessary
• Assist in customer escalation process when warranted
• Perform reporting functions on an ongoing and timely basis, including tracking quotation activity, and bookings
• Assist in the completion of various sales-related projects and activities, including proposal development and marketing campaigns

Education and Experience:

• High School Diploma or equivalent plus required
• Minimum two years of customer service experience in manufacturing environment
• Associates Degree or Bachelor’s in Marketing or Business Administration (preferred)
• Familiarity with and working knowledge of Microsoft Office applications (Word, Excel, PowerPoint)
  • Positive attitude, exemplary attendance, and reliable team member

Job Knowledge, Skills and Abilities:

• Understand and appropriately use the company pricing system, and adhere to policies and guidelines
• Use information collected from customer or partners to better educate the sales team about changes in market needs
• Conduct ongoing customer needs analysis, and help perform research of customer requirements
• Participate in management meetings and take part in sales improvement initiatives and other assigned action items
• Conduct regular customer review calls and follow up as necessary
• Assist in customer escalation process when warranted
• Perform reporting functions on an ongoing and timely basis, including tracking quotation activity, and bookings
• Assist in the completion of various sales-related projects and activities, including proposal development and marketing campaigns

Training Requirements:

• ERP Overview
• Company Shared Values (Ethics/Harassment/Email)
• Hazardous Communications
• Quality Systems/Health, Safety, Environment (HSE)