Customer Engagement Representative

GENERAL SUMMARY: Looking for an optimistic individual with a growth mindset to join our Inside Sales/Customer Service team. This person will work directly with our customers and Outside Sales team to prepare quotes, enter orders, answer questions on products, pricing and product support. The Customer Engagement Representative collaborates with other departments within the company to ensure that communication with the customer is consistent and professional. Ability to be flexible and look for improvement opportunities is critical for the role.

Job Duties

Answer calls and emails and address inquiries from all customers, in varying markets

Prepare quotes and supporting documentations for customers

Enter sales orders with accuracy and in a timely manner

Provide professional customer communication with internal and external customers

Use established best practices to enter orders with accurate and complete information

Ensure that the CRM database is accurate by updating contacts, opportunities and other communication

Follow up on leads and inquiries that come through varying sources

Learn products and applications to better support customers

Generate freight quote, part number, drawing requests as needed.

Provides oversight and communications with customers on Letters of Credit, Sight Draft and alternative payment methods for oversees transactions. Keeps updated records and communicates status regularly with the Controller and Director, Customer Service.

Expectations

Strong work ethic and commitment to the company values

Demonstrates passion for customer satisfaction

Embrace change and development opportunities

Display passion for continous improvement, and seek solutions to find efficiencies in processes to better serve our customers.

Take leadership in following up on leads and opportunities to support top line revenue

Excellent communication skills, and abilty to deliver difficult information tactfully

Abilty to work collaboratively with other departments and resolve conflicts professionally

Ability to balance priorities to complete the most important tasks first

Qualifications

High School Diploma required; Bachelor's Degree preferred

3-5 years Customer Service Experience, minimum

Ability to mulitask, prioritze and manage time efficiently

Experience with ERP and CRM preferred; (Microsoft Navision, NetSuite and/or Dynamics a plus)

Experience in Manufacturing/Assembly preferred

Experience with Microsoft Office required

Ability to work with a customers to problem solve and/or trouble shoot to reach resolution

Ability to communicate positively and professionally (both written and spoken)