Specialist, Customer Services (Getzville, NY, US, 14068) bei Smart Lifting & Motion Control Solutions | Columbus McKinnon

Job Summary/Overview

The Specialist, Customer Services will provide best in class service to our customers by developing and maintaining customer and sales relationships by creating best in class service through answering all incoming inquiries and proactive order management.
 

Essential Duties and Responsibilities

• Build and create strong relationships with customer and sales team
• Manage and review open orders proactively for customer
• Proactive communication with internal and external customers
• Root cause, evaluate and implement action plans to resolve reoccurring issues
• Analyze reports for opportunities and order management to root cause and resolve issues
• Generate leads and identify opportunities to up-sell and cross sell to customers
• Manage incoming call volume to ensure all customers are receiving an excellent customer experience
• Respond to incoming requests promptly
• Receive and initiate telephone communications with customers and CM personnel at all levels of the organization.
• Collaborate with internal departments to ensure on time delivery of orders such as credit and operations
• Quote prices to customers on inquiries  
• Assist with order entry when necessary
• Become product knowledge expert
• Work with field sales, distribution centers to proactively manage the service requirements of our customers in an efficient & cost effective manner that is mutually beneficial to the customer and CMCO
• Receive and respond to inquiries from customers, field sales and internal associates in regards to order status, products, pricing and promotions.
• Coordinate required distribution activities and notify customers regarding order fulfillment
• Other duties as assigned                                                         

Knowledge, Skills, Competencies, and Abilities

• Computer skills including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

• Excellent attention to detail

• Ability to build relationships both internally and externally to support our customer needs

• Previous customer service experience

• Ability to prioritize and approach assignments with sense of urgency

• Organized with excellent time management skills

• Ability to effectively communicate with customers, sales and other internal departments, both written and verbal

• Demonstrated ability to learn and adapt in fast pace environment

• Must be punctual and possess a strong work ethic

• Ability to problem solve and think creatively

• Demonstrated ability to work in a team atmosphere

• Demonstrated ability to multitask and work under pressure

• Interpret company policies / procedures and enforce compliance

• Self-starter with a positive attitude

Required Qualifications

• High School Diploma or equivalent education
• Bachelor's Degree preferred
• 1-3+ years of customer service experience
• SAP knowledge preferred