The Quoting & Retention Specialist is responsible for supporting and retaining customers within an assigned region by providing a seamless experience throughout the equipment maintenance, calibration, electrical safety testing, and quoting processes.
This position supports customers with the ongoing maintenance and service needs of previously calibrated or electrically safety-tested equipment while managing quoting opportunities for both new and existing customers.
Serving as a primary point of contact for customer inquiries, product and service requests, and concerns, the Quoting & Retention Specialist focuses on building strong customer relationships, delivering exceptional service, identifying growth opportunities, and supporting customer retention and revenue growth.
Primary Responsibilities
Customer Retention & Follow-Up
- Proactively support customer retention by encouraging the return of equipment for recalibration or electrical safety testing.
- Contact customers primarily by phone and email regarding upcoming or overdue service dates.
- Assist customers with scheduling service needs and gather feedback regarding equipment that has not been returned.
- Identify opportunities to strengthen customer relationships and increase repeat business.
Data & System Management
- Utilize internal systems, including CalMapp and CRM, to generate reports, identify overdue equipment, and initiate timely customer follow-ups.
- Maintain accurate and up-to-date customer records, including interactions, follow-up activities, and outcomes.
- Ensure customer information is consistently documented in CRM to provide a complete and accessible customer history.
Quoting & Customer Service
- Respond promptly and professionally to customer inquiries via phone and email.
- Assess customer needs, including equipment specifications, service requirements, and timelines.
- Prepare accurate and complete quotes in accordance with company policies and procedures.
- Submit quotes to customers with relevant information highlighting JM Test Systems' products, services, and competitive advantages.
- Serve as a primary point of contact for Outside Sales Representatives within the assigned region, supporting calibration and electrical safety testing quotes.
- Collaborate with sales and operations teams to ensure quotes align with customer needs and service capabilities.
Customer Information Management
- Collect, update, and maintain detailed customer information, including contact names, locations, equipment specifications, service history, and follow-up schedules.
- Regularly review and verify CRM data to ensure accuracy and support effective customer communication.
Customer Value Tracking & Reporting
- Monitor customer engagement, service frequency, and spending trends to identify retention risks and growth opportunities.
- Track and report changes in customer activity and value quarterly or as requested.
- Provide insights and recommendations to support customer retention and revenue growth.
Complaint Handling & Concern Log
- Document customer complaints in the Concern Log (CCL) on the internal Wiki.
- Ensure complaints include relevant details, such as the nature of the concern, dates, equipment involved, and associated personnel.
- Submit weekly Concern Log reports in accordance with internal procedures.
- Communicate recurring concerns and emerging trends to management for appropriate follow-up.
Team Collaboration & Issue Escalation
- Maintain a positive, collaborative, and customer-focused approach.
- Work closely with sales, operations, and other internal departments to support customer needs.
- Direct customer issues to the appropriate teams and follow up as needed to ensure timely resolution.
- Support additional customer service and operational activities as assigned.
Qualifications
Required Qualifications
- High school diploma or equivalent.
- Associate's or bachelor's degree, or at least two years of experience in customer service, client support, account management, or a related field.
- Strong written and verbal communication skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple tasks, deadlines, and priorities in a fast-paced environment.
- Demonstrated ability to build and maintain positive customer relationships.
- Strong problem-solving skills with a proactive, customer-focused approach.
Preferred Qualifications
- Experience preparing quotes or providing sales support in a business-to-business (B2B) environment.
- Experience working with technical or industrial equipment, calibration services, or electrical safety testing.
- Familiarity with equipment maintenance, calibration, or service tracking systems.
- Proficiency with CRM systems, such as Salesforce or HubSpot, and Microsoft Office applications, including Word, Excel, and Outlook.
- Understanding of customer retention strategies and account management practices.
- Experience supporting outside sales teams or working in a sales support role.
- Ability to analyze customer data, identify trends, and recognize opportunities for improvement or growth.
Training on CalMapp, CRM, and JM Test Systems' quoting processes will be provided.
Equal Opportunity Employer
JM Test Systems is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.