The Customer Experience Representatives help promote company awareness, establish and build strong client relationships with an assigned account base and provide assistance to field sales and internal personnel. The CER plays a critical role and has the primary responsibility review orders for accuracy, coordinate order entry activities and provide necessary information to various internal departments to ensure a premium customer experience.
RESPONSIBILITIES
Promote services to new and existing assigned customers
Responsible for providing assistance to field sales and internal personnel
Handles day to day activities of assigned account list and serve as liaison between customer, quality, engineering and manufacturing departments
Generates quotes, coordinates order entry and communicates order requirements to appropriate personnel
Work to expedite orders to assure product is delivered on time for customers need
Establish and build strong client relationships with category buyers that allow for sales increases and rapid resolution of customer issues to ensure a positive scorecard
Performs customer service and account maintenance duties for customers including scorecard and portal management
Review orders for accuracy, coordinate order entry activity, and provide necessary information to various internal departments and external customers and sales organizations
Coordinate customer quote activity within the organization and maintain CRM database
Prepare and present customer quotations and proposals either directly to customers or in conjunction with field sales representatives
Monitor account activity, analyze overall account performance, and provide sales forecasts.
Work with SVP of Sales, Marketing and Customer Experience Manager to analyze customer data to find the most efficient prospecting and sales methods
Manage CRM and meet all requirements for effective data management
Manage customer data within company systems including ERP & CRM systems
QUALIFICATIONS
5+ years customer service
BS/BA in a related field preferred
Knowledge of technical and mechanical aspects of products and services
Knowledge of pricing strategies and negotiation techniques
Proficient in MS Office, CRM, Teams
Excellent communication skills both virtually and in person
Excellent organizational abilities to work effectively on multiple projects in parallel
Problem-solving aptitude and ability to think on your feet a must
Knowledge of factory production and engineered solutions a plus
Previous business and sales experience in manufacturing environment preferable
Occasional travel to customer locations may be required (+/-10%)