Customer Relations Specialist

Who are we?

Engineered Seal Products, a 55-year-old employee-owned business that Thrives Together through Employee Ownership to Drive Customer Success.

We specialize in Engineered Sealing and Supply Chain Solutions for Global Customers. Our ever-growing list of customers are in the Oil and Gas, Mining, Fuel, Aerospace, EV/Semiconductor, Agriculture, Construction, and Food and Beverage markets. We all work together to hit our Big Hairy Audacious Goals (BHAGs)!

What makes us unique?

Our Passion and Expertise is driven by an engaged Employee Ownership Culture, providing high level Service to not only our Customers and Suppliers, but each other, making today better and our future secure. We define our culture as one that wants the individual and the company to grow vigorously, flourish and prosper together; in a word: thrive!

This particular role is responsible for …

The Customer Relations Specialist role is important to the growth and sustainability of the company. This position is responsible for the day-to-day communication and maintenance of ESP's CE customer base. This position needs to provide timely responses to customer requests which include expedite requests, order modifications, and shipping information, etc. Finally, this position is responsible for providing exceptional customer service and keeping our customers as Raving Fans of ESP.

This is a salaried position, 40 hours per week, with a pay base of $45,000 - $50,000, based on experience and qualifications.

If you have experience working in the area explained above, or want to learn, this role could be a great fit.

Here is a bit more to know about this opportunity:

You will love it here if you:

• Take Ownership
• Have Fun
• Create Raving Fans
• Have your co-worker's back
• Put value in every day
• Embrace Change

You'll love coming to work every day if you get, want, and have the capacity to:

• Customer On Time Delivery:

• Daily:

• Order acknowledgement to customers on new orders

• Manage expedite and push out requests from customers

• Complete late line coding for assigned customers.

• Process catalog RFQs to return to the customer based off strategic initiatives within the company.

• Weekly:

• Conduct effective open order management to ensure customer delivery expectations are met

• Manage lengthier/time consuming requests from customers (reports, etc.)

• Meet with Business Development Managers Bi-weekly to keep them aware of customer account activity.

• Attending technical training & quote reviews to learn product knowledge and systems.

• Monthly:

• Have a set scheduled call with main contact at each customer to discuss OTD performance and any open issues

• Maintain Customer Profitability

• Daily:

• Monitor customer orders for correct sales prices entered

• Correct any errors or mispriced PO's

• Communicate any pricing discrepancies to customers

• Weekly:

• Communicate price increase to customer

• Identify any slow or non-moving parts and speak with the customer on them

• Work with the Pricing Analyst to investigate low or negative margin parts

• Monthly:

• Compile E&O list and partner with assigned BDM to present to customer for purchase or contact the customer directly to disposition of material.

• Work w/ Pricing Analyst to review any customer parts that still have low and negative margin and present to customer for correction

• Customer communication:

• Daily:

• Respond to customers' requests in the same day received whether via email or phone

• Work with our suppliers to ensure customer order OTD

• Weekly:

• Manage lengthier/time consuming requests from customers

• Review customer OTD using Power BI and RADAR

• Provide customers with requested reports.

• Provide WOW! Customer Service:

• Daily:

• Follow the supervision of the Customer Relationship Manager for requested task

• Answering incoming calls and emails in a timely manner

• Maintain an upbeat and positive demeanor

• Thank customers for their time and business

• Respond to customer requests quickly, with closure target being on the day you received it

• Weekly:

• Share customer feedback and provide recognition on a weekly (at least weekly) basis to team members

We train our team to help them succeed, and everyone on our team helps with our success. In this role, you'll be accountable to hit the following numbers each week:

• Accounts On Time Delivery - > 96.5%
• On Time Delivery Late Line Coding - 100%
• Net Promoter Score - >50%
• Order Entry/Contract Review Accuracy - >99.7%

Expectations or Qualifications include:

• Minimum of High School Degree, Preference on College Degree and Experience in related field

• Advanced computer skills

• Proficient in Microsoft Outlook, Word, Excel, and PowerPoint

• Database systems

• Critical Thinking Skills

• Proficient in English (verbal and written)

• Professional Verbal and Written/E-mail Communication Skills

• Ability to Read Complex Documents

As a member of our team, you will have a leader who:

• Gives clear directions
• Makes sure you have the necessary tools
• Acts with the greater good in mind
• Delegates appropriately
• Takes time to truly understand your role and how you can help the company
• Makes their expectations clear
• Communicates well
• Has effective meetings
• Meets one-on-one with you quarterly or more, if needed
• Rewards and recognizes your performance

To continue conversations regarding a future together, please apply. We will be reviewing applications and conducting general phone interviews soon. Those that continue in the process will be invited to an in depth in person interview followed by reference checks.