Job Posting Title
Customer Experience RepresentativeJob DescriptionPosition Summary:
Customer Experience Representatives help Alinabal 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 of reviewing orders for accuracy, coordinating order entry activities, and providing necessary information to various internal departments to ensure a premium customer experience.
Responsibilities:
- Promote Alinabal services to new and existing assigned customers
- Responsible for providing assistance to field sales and internal personnel
- Handle day-to-day activities of the assigned account list and serve as liaison between customer, quality, engineering, and manufacturing departments
- Generate quotes, coordinate order entry, and communicate order requirements to appropriate personnel
- Work to expedite orders to ensure product delivery on time for customers’ needs
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
- Perform 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
- Coordinate customer quote activity within the organization and maintain CRM database
- Prepare and present customer quotations and proposals directly to customers or in conjunction with field sales representatives
Monitor account activity, analyze overall account performance, and provide sales forecasts
- Occasional travel to customer locations may be required (+/-10%)
- Work with the 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
Competencies:
- Curiosity, competitive, collaborative, coachable
- 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
- Knowledge of factory production and engineered solutions a plus
Previous business and sales experience in manufacturing environment preferable
Experience/Education Required:
Proven experience in customer service related field with a strong “customer first” emphasis. 5+ years of customer service with BS/BA in a related field preferred
Other Details:
- Work Environment:Manufacturing floor with exposure to industrial equipment, noise, and varying temperatures
- Schedule:Full-time, Monday to Friday, 7:30 AM to 4:00 PM, with overtime required as needed
- Medical, dental, and vision insurance
- 401(k) retirement savings plan with company contributions
- Paid time off (PTO) and company holidays
- Life insurance and disability coverage