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Customer Service Coordinator at Rite-Hite Holding Corporation in Milwaukee, Wisconsin

Posted in General Business 30+ days ago.

Type: Full-Time





Job Description:

Company Description:


Rite-Hite is a global leader in the manufacture and distribution of industrial door and loading dock equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to help improve safety, security, and productivity for our customers. Due to continued company growth, we have created a need for a Customer Service Coordinator in our office in Milwaukee's Third Ward. 


Job Description:


This position is responsible for monitoring and addressing all inbound sales/service requests from current or potential customers. The requests come from Rite-Hite websites, email (info@ritehite.com; solutions@ritehite.com), live chat and phone calls. The primary goal is to provide an immediate, “live person” response and to facilitate a connection between the correct sales rep and the customer/prospect. In addition, this position is responsible for answering questions, supplying resources and following up to ensure the needs of the customer/prospect were met.


ESSENTIAL DUTIES AND RESPONSIBILITIES:


Monitor incoming leads from websites, email campaigns, social media efforts and more, primarily for the North America market. Work in the CRM Inside Sales Lead funnel and establish contact (via email or phone) to qualify each lead and ensure their experience with Rite-Hite is exceptional.


Actions to include:
- write emails to answer questions
- call the customer and ask questions to understand their needs


- provide links to online resources found on our websites or digital asset management system; send documents
 - contact sales people to help arrange appointments
 - log lead contact information into CRM and assign to a sales representative or appropriate person


Conduct special or targeted outbound phone calls as directed/needed. Could include contacting National Service customers, Global Account customers, and/or soft leads generated by OpCo marketers through nurturing campaigns.


Work with Corporate Marketing to expedite leads obtained from webinars, events, and all other types of marketing campaigns. Determine the best way to follow up with the contacts and help to distribute the leads to the correct sales rep.


Communicate with customers through Live Chat on ritehite.com to answer questions, solve problems, and troubleshoot. Use internal resources to find a solution calmly and efficiently, and record and document each question or problem as well as each respective answer or solution.


Follow-up with sales reps to learn about outcomes of leads. Use existing Lead Management System or devise a different method to manage and report on the information.


Use CRM data to report on outcome or stage of leads and share with internal groups.


Remain up to date on all the products and services that the Rite-Hite and Arbon organization offers.


Required Experience:



  • 2-4 year degree in marketing, communications, or similar

  • 1-3 years experience in sales support and/or customer service

  • Excellent communication skills on the phone and in writing

  • Highly organized and able to multitask

  • Self motivated, self starter

  • Proficient in Microsoft Word and Excel

  • Experience using Salesforce a plus

  • A customer focused mindset

  • Ability to understand all of the Rite-Hite products and solutions

We Offer:


Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.


Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.

See job description





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