Customer Relations Representative ADA CARBON SOLUTIONS LLC ADA CARBON SOLUTIONS LLC

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

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