What are the responsibilities and job description for the National Accounts Administrator position at HC Forklift America Corp?
National Accounts Administrator
Location: Charlotte
Job Summary
Provide key support in processing Ecommerce leads within our CRM platform. Handling high volumes of inbound and outbound calls, managing customer interactions with precision, and maintaining the integrity of sales data. Be adept at navigating fast-paced sales environments and customer satisfaction, driving HC Forklift America's continued success in the market.
Job Duties
Location: Charlotte
Job Summary
Provide key support in processing Ecommerce leads within our CRM platform. Handling high volumes of inbound and outbound calls, managing customer interactions with precision, and maintaining the integrity of sales data. Be adept at navigating fast-paced sales environments and customer satisfaction, driving HC Forklift America's continued success in the market.
Job Duties
- Efficiently process and manage Ecommerce leads within the CRM platform, ensuring all customer interactions are recorded and tracked meticulously.
- Analyze lead quality and conversion rates, providing insights and suggestions for improvement to the sales and marketing teams.
- Handle high volumes of inbound and outbound calls, ensuring each customer interaction is handled with professionalism and a customer-first approach.
- Address customer inquiries, provide product information, and guide customers through the sales process, ensuring a seamless and positive experience.
- Assist the sales team in managing national accounts, ensuring timely responses and accurate information flow.
- Prepare sales reports and maintain accurate records of sales activities, customer interactions, and transaction details.
- Maintain up-to-date knowledge of HC Forklift America's product offerings, industry trends, and competitors to provide informed responses to customer queries.
- Use industry experience to understand customer needs and provide appropriate solutions, enhancing customer satisfaction and loyalty.
- May perform other duties as assigned.
Experience and Education
Required
Required
- Strong proficiency in CRM software and understanding of Ecommerce platforms
- Excellent communication skills, with the ability to manage high volume inbound and outbound calls effectively.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Detail-oriented with strong organizational and time-management skills.
- Customer-focused mindset with a commitment to delivering exceptional service.
Preferred
- Bachelor’s degree in business administration, Sales, or a related field is preferred.
- 2 years’ experience in Sales or Sales Admin
- 2 years’ experience in customer satisfaction
- experience and working knowledge of the forklift industry is a plus
Skills
- Excellent written and verbal communication skills
- Ability to handle fast paced environments
- Proficiency in computer skills and programs such as Microsoft Office Suite
- Attention to details
Physical Requirements
- This position has the following physical requirements:
- Regularly stand, sit, walk, and bend at the waist; use sight, hearing, and speech to interact with people and the environment; and use hands and fingers to manipulate objects.
- Occasionally crouch, crawl, and lift up to 25 lbs.
Environmental Conditions
- Controlled temperature
- Long periods of sitting and typing
- Quiet office space
Key Performance Indicators (KPIs)
- Customer Retention and Satisfaction
- Track the percentage of national accounts retained over time and measure the frequency of repeat purchases or engagements
- Sales Support Effectiveness
- Assess the accuracy of sales reports and completeness of customer records. Ensure all data is up-to-date and readily accessible for analysis.
- Customer Interaction Quality
- Regularly survey customers about their interaction experience. Aim for high CSAT scores indicating professionalism, helpfulness, and problem resolution.
- Lead Processing Efficiency
- Track the time taken from lead capture to entry into CRM and ensure a high percentage of leads are processed within the defined SLA.
Company Overview
HC Forklift America Corporation (HCFA) is a subsidiary company of Hangcha Group based in China. Hangcha is the leader in full line forklift manufacturing in China. Today, Hangcha provides forklifts throughout the world. Currently, Hangcha is establishing market share in the North American market. HCFA has set up its distribution headquarters in Charlotte, North Carolina. Hangcha employs over 4,800 employees worldwide. We are among the top 8 manufacturers in the world for material handling equipment. For the right candidate, this is a great opportunity to join a growing company with tremendous potential.
