Customer Support Specialist at Sound Seal Inc in Oceanside, California

Job Description:

The Customer Support Specialist position will be responsible for customer satisfaction, lead generation, account management, and providing excellent customer service on a day-to-day basis. The incumbent will play a fundamental role in driving growth by building strong relationships with existing customers and will also be responsible for building and maintaining relationships with customers, identifying new products, and promoting products. Success will depend on having a customer first attitude, along with a willingness to learn new functions and positively contribute to team performance.

Key Responsibilities:

Inside Sales (75%)

• Develop and maintain strong relationships with existing dealer accounts. Understand their needs and challenges to provide tailored solutions and support.
• Handle incoming orders from Manufacture Representative, ensuring accuracy and timely processing. Coordinate with production and logistics teams to ensure timely delivery.
• Utilize various tools and platforms to generate high-quality leads.
• Collaborate with the sales and marketing teams to ensure seamless lead handoff nd follow-up.
• Maintain accurate records of lead generation activities and outcomes.
• Schedule shipments of orders and provide freight quotes using a variety of carriers while understanding shipping requirements and providing dimensions/weights as requested.
• Build customer prospect lists and pursue sales and marketing strategies to obtain new customers and increase the level of business from existing accounts.
• Gain a deep understanding of Madrid’s product offering, applications and sales programs in order to effectively communicate.
• Gather and communicate customer feedback to engineering, manufacturing and sales teams to improve quality and service.
• Monitor industry trends and competitor activities to identify opportunities for growth and to stay ahead in the market.
• Keeps track of customer correspondence.
• Update customer data within ERP system as needed.

• Ability to troubleshoot issues with products by utilizing parts, service, and operator's manuals.
• Escalate inquiries and concerns, when necessary.

Marketing and Customer Service (25%)

• Receive and process orders directly from sales and customers.
• Log shipments into a database.
• Pull product samples and literature from inventory and package for shipments.
• Assemble professional submittal packages for shipment to clients.
• Take ownership of/manage the organization of the literature.
• Maintain inventory count of samples, literature, and other required supplies and inventory.
• Restock product samples, literature, and hardware bins from samples room inventory.
• Assemble literature binders.
• Assemble, label, and package corporate mailings and tradeshow follow-ups.
• Office support.

Requirements

Skill / Abilities:

• Strong customer orientation with prompt, professional verbal and written etiquette with a pleasant and friendly attitude.
• Ensure high levels of customer satisfaction by providing excellent service.
• Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight.
• Work cooperatively alongside colleagues while maintaining competency as an independent worker.
• Display efficient prioritization, quick decision-making, and impeccable time management expertise.
• Easily adapts to changing business needs, conditions, and work responsibilities.
• Comfortable problem solving while also creating an enjoyable experience for our customers.
• Promotes cooperation and commitment within a team to achieve goals and deliverables.
• Proficient the Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn business management software.
  

Education

• Bachelor's degree in business or related field preferred.
• 3-5 years of inside sales or customer service preferred.

Madrid offers a friendly and professional working environment that supports career and personal development that includes a competitive compensation package and comprehensive training programs.

Madrid is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identify or protected veteran status.

PI251011795

Salary:

$22.00

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