What are the responsibilities and job description for the Customer Service Representative position at BlackTree Technical Group?
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 company functions
- 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)
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Work Location: In person
Salary : $65,000 - $75,000
