Customer Service Representative

Overview

United Engines is Now Hiring a Diesel Customer Service Representative at 5555 W Reno, Oklahoma City, OK 73127. Facilitates interactions with customers in a way that establishes rapport, gives the customer confidence that their needs can be met, and promotes effective relationships. Utilize company systems including Salesforce CRM to sell industrial products to customers by gathering information about their needs, assisting with technical information about company products, soliciting orders and suggesting additional products in a fast paced, multi-tasking environment. Provide service to existing customers and handle inbound calls. Ideal candidate has a tenacious desire to learn, entrepreneurial hunger to make an immediate impact, high energy, and enthusiasm, with a relentless commitment to exceeding customer expectations.

Responsibilities

• Employees at all levels are expected to:
• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience – think and act in ways that put our customers first, give them seamless options at every touchpoint, and make them promoters of our products and services.
• Be enthusiastic experts and advocates of our commercial products and services, inclusive of our digital tools and experiences.
• Win as a team – make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System – a way of working that brings more employee and customer feedback into the company – by joining huddles, making call backs, and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion and diversity.
• Do what's right for each other, our customers, investors, and our communities.
• Core Responsibilities:
• Demonstrates functional skills to identify parts and products needed by customers and answer general account inquiries.
• Demonstrated ability to articulate relevant information and directions in an organized and concise manner whether engaging with the customer in email or over the phone.
• Keep close tabs on the status of prospects, detailing their needs, tracking discussions, and constantly following up.
• Acts as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; Has a good understanding of cross-sell and up-sell opportunities and offers those to the customer as well.
• Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations.
• Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment.

Qualifications

• Fundamental understanding of competitive environment and begins to position Stewart & Stevenson positively to our customers.
• Must be able to maintain composure in stressful situations and manage and diffuse angry or upset customers.
• Demonstrates ability to achieve established goals and performance metrics.
• Regular, consistent, and punctual attendance. Must be able to variable schedule(s) and overtime, as necessary.
• Attends training as required.
• Works independently and seeks Supervisor support when necessary.
• Supports field sales reps with administrative tasks, as needed.
• Other duties and responsibilities as assigned.
• Interacts with customers via telephone, chat, e-mail to assist with a variety of customer inquiries and issues.
• Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.

Education/Experience:

• Bachelor’s or Associate’s degree preferred however, prior equivalent experience and training will be considered in lieu of a degree.
• 1-2 years of Customer Service experience
• Experience in industrial parts distribution, specifically diesel engine and transmission parts preferred.
• Salesforce or other related CRM experience preferred.

Physical Activities & Requirements:

Standard Office Criteria

Working Conditions:

Standard Office Criteria

Monday-Friday 8AM-5PM