CUSTOMER RELATIONS REPRESENTATIVE
01/25/2021
Grade: CO-E
POSITION SUMMARY: Delivers high quality service and support to assigned customer accounts; interacts with Customers, Sales Directors, Technology and Operations to provide information in response to inquiries about products, services and to handle and resolve complaints.
POSITION DESCRIPTION
Level
- Associate
- No direct reports
- No involvement in setting organizational goals or strategic priorities
Tasks
- Confer with customers by telephone, email or in person to provide information about products and services, to take or cancel orders obtain details of complaints
- Work with supply chain team to coordinate deliveries for assigned accounts
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken
- Refer unresolved customer grievances to designated departments for further investigation; follow up to ensure prompt and satisfactory resolution and close the loop with the customer
- Make recommendations to customers for new or additional products and services
- Develop and maintain positive and professional relationships with assigned customers across multiple markets
- Collect necessary paperwork for invoicing, generate and send invoices
- Obtain insight from customers and potential customers for use by sales team members to develop account strategies
- Obtain order forecasts from customers and create reports to be used for mid-month snapshot and business planning
- Travel as necessary to assigned accounts for onboardings and check-ins
Work Activities
Interacting with Computers-Using computers and computers systems to set up functions, enter data or process information
Getting Information-Observing, receiving and otherwise obtaining information from relevant sources
Making Decisions and Solving Problems-Analyzing information and evaluating results to choose the best solution and solve problems
Documenting and Recording Information-Entering, transcribing, recording, storing, or maintaining information in written or electronic form
Communicating with Supervisors, Peers and Customers- Providing information to supervisors, coworkers, and customers by telephone, in written form, by email or in person
Processing Information-Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data
Establishing and Maintaining Interpersonal Relationships- Developing constructive and cooperative working relationships with others and maintaining them over time
Evaluating Information to Determine Compliance with Standards-Using relevant information and individual judgment to determine whether events or processes comply with standards
Knowledge
- Customer Service-Knowledge of principles and processes for providing customer services. This includes assessing customer needs, meeting quality standards for services, and evaluating customer satisfaction
- English Language-Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of grammar and composition.
- Computer systems & software-Knowledge of ERP and CRM systems as they pertain to customer service tasks, knowledge of MS Office tools including Excel, Word, PowerPoint, Oracle NetSuite
- Mathematics-Knowledge of arithmetic, algebra, and their applications
Skills
Active Listening-Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times
Reading Comprehension-Understanding written sentences and paragraphs in work-related documents
Time Management-Managing own time and ability to become quickly self-sufficient
Critical Thinking-Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Business Communication-Ability to communicate clearly, completely, concisely, considerately, correctly, and courteously in a consistent fashion in a variety of forums (phone, presentation, meetings etc.)
Education & Experience
- Bachelors Degree or HS diploma/GED and equivalent work experience required
- Experience working with multiple customer accounts, ranging from small to high profile, sales support, or customer service required
- Experience with ERP and CRM is required; experience using Oracle NetSuite, Microsoft Great Plains, Salesforce, is preferred
- Relevant experience in manufacturing or energy industries strongly preferred
- Experience creating high level reports and presentations for Sales, R&D, and Executive level teams strongly preferred
- Some experience developing and improving departmental processes and KPIs preferred
- Some experience backing up department lead job functions as needed is preferred
COMPETENCIES
Applied Learning*
- Actively participates in learning activities, takes part in learning activities in a way that makes the most of the experience
- Quickly gains knowledge, understanding or skill, readily absorbs and comprehends new information from formal and informal learning experiences
- Applies knowledge or skill, puts new knowledge, understanding or skill to practical use on the job; furthers learning through trial and error
Managing Work
- Prioritizes, identifies more critical and less critical activities and tasks; adjusts priorities when appropriate
- Prepares, ensures that required equipment and/or
materials are in appropriate locations so that own and others work can be done effectively
- Schedules and effectively allocates own time to complete work; coordinates own and others schedules to avoid conflicts
- Leverages resources and takes advantage of available resources to complete work efficiently
- Stays focused, uses time effectively and prevents irrelevant issues or distractions from interfering with work completion
Sustaining Customer Satisfaction
- Clarifies customer interests, gaining a full understanding of
customers wants and desires, problems, concerns, satisfactions, and expectations by seeking or confirming information and opinions during the implementation of sales contracts and throughout the relationship
- Resolves customer issues and responds quickly to problems and concerns; keeps customers informed and provides feedback on actions taken; initiates appropriate actions based upon customer or team input
- Manages customer expectations and avoid unreasonable commitment and works to meet or exceed customer expectations to mutual benefit
Communication
- Organizes communication, clarifies purposes and importance; stresses major points; follows a logical sequence
- Maintain audience attention, keeps the audience engaged through
use of techniques such as analogies, illustrations, humor, an appealing style, body language and voice inflection
- Adjusts to audiences, frames message in line with audience experience, background, and expectations; uses terms, examples and analogies that are meaningful to the audience
- Ensures understanding, seeks input from audience, checks understanding; presents message in different ways to enhance understanding
- Adheres to accepted conventions, uses syntax, pace, volume, dictions, and mechanics appropriate to the media being used
- Comprehends communication from others, attends to messages from others; correctly interprets messages and responds appropriately
Building Customer Loyalty
- Establishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions
- Greets customers promptly and courteously, gives customers full attention
- Clarifies the current situations; asks questions to determine needs; listens carefully; provides appropriate information; summarizes to check understanding
- Meets or exceeds needs; acts promptly in routine situations; agrees on a clear course of action in non-routine situations; takes opportunities to exceed expectations without making unreasonable commitments
- Confirms satisfaction; asks questions to check for satisfaction; commits to follow through; thanks customer
- Handles upset customers by hearing them out, empathizing, apologizing, and taking personal responsibility for resolving customer problems/issues
Building Strategic Work Relationships
- Seeks opportunities, proactively tries to build effective working relationships with other people
- Probes for and provides information to clarify situations
- Develops others and own ideas, seeks, and expands on original ideas, enhances others ideas and contributes own ideas about the issues at hand
- Subordinates personal goals, places higher priority on team and organizational goals than on own goals
- Facilitates agreement, gains agreement form partners to support ideas or take partnership-oriented action; uses sound rationale to explain value of actions
- Established good interpersonal relationships by helping people feel values, appreciated, and included in discussions
Decision Making
- Recognizes issues, problems or opportunities and determines whether action is needed
- Identifies the need for and collects information to better understand issues, problems and opportunities
- Generates alternatives; creates relevant options for addressing problems, opportunities and achieving desired outcomes
- Chooses appropriate action, formulates clear decision criteria; evaluates options by considering implications and consequences; chooses an effective option
- Commits to action; implements decisions or initiates action within a reasonable timeframe
- Involves others in the decision-making process as warranted to obtain good information, make the most appropriate decisions, and ensure buy-in and understanding of the resulting decisions
Stress Tolerance*
- Maintains focus on work and tasks; productively uses time and energy when under stress
- Present s a positive disposition and maintains constructive interpersonal relationships under stress
- Copes effectively; develops appropriate strategies as needed to alter conditions that create stress and to sustain physical and mental health
Adaptability*
- Tries to understand changes and actively seeks information about new work situations; strive to understand the rationale and implications for changes in work responsibilities
- Approaches change or newness positively, treats change and new situations as opportunities for learning or growth; identifies the benefits of change; speaks positively about the change to others
- Adjusts behavior; quickly modifies behavior to deal effectively with changes in the work environment; tries new approaches appropriate for new or changes situations; does not persist with ineffective behaviors
Compensation and Benefits may include: Annual Bonus, Restrictive Stock Award, Medical, Dental, Vision, 401K, and Paid Time Off
Customer Service-Knowledge of principles and processes for providing customer services. This includes assessing customer needs, meeting quality standards for services and evaluating customer satisfaction
English Language-Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of grammar and composition.
Computer systems & software-Knowledge of ERP and CRM systems as they pertain to customer service tasks, knowledge of MS Office tools including Excel, Word, PowerPoint, MS Dynamics/Great Plains
Mathematics-Knowledge of arithmetic, algebra and their applications- Active Listening-Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times
Reading Comprehension-Understanding written sentences and paragraphs in work-related documents
Time Management-Managing own time and ability to become quickly self-sufficient- Critical Thinking-Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
Business Communication-Ability to communicate clearly, completely, concisely, considerately, correctly and courteously in a consistent fashion in a variety of forums (phone, presentation, meetings etc.)- Bachelor’s Degree or HS diploma/GED and equivalent work experience required
- Experience working with multiple customer accounts, ranging from small to high profile, in B2B inside sales, sales support or customer service required
- Experience with ERP and CRM is required; experience using Microsoft Great Plains, Salesforce, Oracle NetSuite is preferred
- Relevant experience in manufacturing or energy industries strongly preferred
- Experience creating high-level reports and presentations for Sales, R&D, and Executive level teams strongly preferred
- Some experience developing and improving departmental processes and KPI’s preferred
- Some experience backing up department lead job functions as needed is preferred