Customer Care Representative

Essential Duties & Responsibilities

• The Customer Care Representative will gather customer prints and models and collaborate with estimating team to process quotes accurately and timely, effectively manage through the quote approval process with accuracy and attention to detail, execute quote delivery and the sales process.
• Working in SalesForce.com and Syteline, this person will be proficient navigating and managing the system including reporting, data gathering and intelligence, and utilizing the data to drive marketing campaigns and other initiatives
• Gemba walks with Ops to align on machining capability and capacity due to material/manpower/machine availability.
• Proactive communication with customers with progress on issues related to Quality, Delivery, Continuous Improvement and cost performance initiatives.
• Reactive updates as needed with customers to accommodate specific requests (Ex: Customer line challenges requiring GMT to change direction on parts/machines)
• Ability to proactively recognize problems with delivery and use problem solving skills to make recommendations to Operations team, and effectively communicate challenge & potential solutions to customers.

Supervisory Responsibilities

This position is indirectly responsible for leading managers of the division via performance delivery.

Competencies

To perform this job successfully, an individual should demonstrate the following competencies:

• Analytical- Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to analyzing data; designs work flows and procedures; attention to detail.
• Delegation- Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognitions for results.
• Planning/Organizing- Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Set goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Problem Solving/Strategic Thinking- Analyzes specific safety, business and production processes or quality problems for the purpose of identifying the root cause(s) of the problem and assist with the development of recommendations for short and long-term resolution.

• Leadership experience and Style – His/her management style will need to be based on the Servanthood leadership model with characteristics that include transparency, process based, a relentless drive for results, discernment and collaboration at all levels of the organization.
• Qualifications

Education & Experience

• Bachelor’s Degree (B.A. or B.S.) from an accredited four-year college or university.
• 3 - 5 years business-to-business sales organization experience.

Leadership Skills

• Guided by the objectives, values, and mission statement of GMT, the individual will provide leadership and vision necessary to ensure that the company, division, and department achieve established goals. They will accomplish this by ensuring the proper procedures, systems, people, and training are in place, and will provide leadership and direction to achieve desired results through others
• Serves as a role model and represents GMT Corporation inside and outside the Company to promote GMT’s values and build up strong community relationships.
• Committed to consistent "best in class" internal and external account management customer support and service.
• A solid mechanical aptitude including working with part drawings/prints, skilled navigating and coordinating operations / customer needs to closure, building long term relationships, account management, excellent communication and presentation skills, advanced negotiation skills, solid understanding of competitors, expertise integrating account plans.

Communication Skills

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to write routine and produce statistical reports, correspondence, reprimands and commendations. Ability to speak effectively before groups of customers or employees of the organization.
• Detail oriented, creative, analytical, adaptive, able to learn quickly, take initiative, work independently, and be self-motivated.
• Team player, eager to take on responsibility and own results, a good problem solving, and able to work and manage many simultaneous projects with accuracy efficiency and within set timelines.

Computer Skills

• Proficient in Excel, PowerPoint, Word and other MS Office applications. proficient with Microsoft Office 365 and SalesForce.com.
• Become and remain proficient in all programs necessary to run the Performance Excellence department at GMT.
• Mechanical aptitude, able to work with part drawings, skilled managing operations/customer needs to closure, building long term relationships, excellent communication & presentation skills, advanced negotiation skills, and competitor knowledge.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to walk, sit (at desk) and bend at the waist.
• While performing duties of this job, the employee is regularly required to manipulate large parts using overhead lifting devices and precise measuring equipment such as computer probes, tooling, gauges, and fixtures.
• May be required to lift up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee regularly works near moving mechanical parts and may be exposed to fumes or airborne particles.
• The noise level in the work environment is usually quiet.
• Some travel may be required.