What are the responsibilities and job description for the Customer Experience Specialist position at Kurt J. Lesker Company?
Company Overview
Kurt J. Lesker Company is a dynamic, growing international organization with a strong team culture and a commitment to sustainability. With over 70 years of experience in designing, manufacturing, and delivering scientific vacuum systems and components, we have established ourselves as a leader in the vacuum technology market.
We serve a wide range of industries, from semiconductors to space exploration, from automotive to solar, and from medical devices to other technologies that are transforming the world.
Job Description
As a Customer Services Representative (CSR), you will be a key point of contact for our existing and prospective customers, handling their orders and inquiries with professionalism and efficiency.
You will work in a collaborative team environment, delivering solutions to customers and/or connecting them with the right internal resources.
Responsibilities
- Answer all incoming phone calls from customers and respond to customer requests
- Maintain a friendly, courteous, professional tone during every customer and co-worker interaction
- Enter incoming internet and telephone orders into company ERP system
- Qualify customer requests and gather relevant information to connect the customer(s) with the appropriate key internal personnel
- Provide customers with product and service information, and generate and follow up on quotations as required
- Promote company products via cross-selling & upselling
- Ensure customer satisfaction surveys are completed
- Balance multiple open orders, quotes, etc., in order to maximize company opportunities and meet/exceed customer expectations relevant to product quality, service and on time product arrival
- Read and interpret contract language, contract terms and conditions, and customer purchase orders, engaging sales and legal team leadership when appropriate to ensure all customer transactions are conducted in accordance with established company practices, policies and procedures
- Support and advocate change, with a relentless desire to continuously improve
- Assist in training new employees as required
- Complete and participate in ongoing training, as well as learning and development opportunities relevant to the vacuum technology field, as well as professional and self-development
- Be an advocate for and active participant in corporate sustainability programs and opportunities designed to foster employee growth and community engagement
