Are you a detail-oriented leader with a background in Mechanical Engineering that also has a track record of positive customer support and the ability and desire to increase overall customer retention, satisfaction and growth? Our client has created this role in response to rapid growth within their industry.
REQUIREMENTS:
Engineering (Prefer Mechanical Engineering) degree is required
Solid technical understanding of electro-mechanical power transmission products and their applications
2+ years of supervisory experience
2+ years technical customer service or sales experience
1-3 years of experience utilizing an ERP system; any will be considered but SAP is a definite plus
Familiarity with power transmission industry is a plus
Detail Oriented, organized with excellent communication skills
Ability to travel on occasion for onboarding training and potentially to other offices
RESPONSIBILITIES:
Manage, inspire, and lead Customer Experience Representatives and Application Engineers, including attendance, goal setting, evaluating performance, coaching, and training to enhance and improve effectiveness in working with our customers.
Develop and maintain strong relationships with new and existing customers to retain business and promote business growth opportunities. Search for opportunities to grow and develop these customers in cooperation with external sales and self-service tools.
Monitor order entry and quoting process flow and responsiveness. Provide prioritization and resources to keep things stable and moving efficiently within the team.
Collaborate with corporate Customer Experience leadership team on process optimization opportunities and ensure general process consistency - both in training and execution.
Analyze, derive, and structure solutions to provide one on one and group training for Customer Experience Representatives focusing on the mastery of products, process, and application of available tools/resources.
Proactively monitor and streamline process to ensure order and quote quality utilizing available reporting tools.
Review high value orders and quotes for accuracy.
Provide support and coach Customer Experience Representatives when dealing with difficult customer escalations or on challenging orders and quotes.
Provide support and coach Application Engineers in efforts to build on current customer needs and grow the business by partnering with customer's corporate engineering on product solutions.
Relying on your Mechanical Engineering knowledge, ensuring the Customer Experience team receives technical training and has adequate technical knowledge to support customers with basic (level 1) technical support of the client's products.
Ensure corporate engineering guidelines are understood and followed.