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Elk Grove Village, IL 60007
Seeking individuals with a background in customer service (e.g. hospitality, retail or contact center), a positive attitude, enthusiasm, a willingness to learn and excellent communication skills. If you have a passion for assisting customers this is the role for you! At a glance: provide customer communications and support from quote to delivery process for both internal and external customers via phone communication and email. Is required to assist with quotes, complaints, orders, errors, account questions, billing, cancellations, CRM documentation and other queries related to customers.
In your role as a Customer Champion you will:
Provide customer service to internal and external customers on already entered orders by providing updated blanket order information, processing expedites and accurately answering customer inquiries within one business day
Provide customer service to internal and external customers on potential orders by either answering the request if the information is available during a call or email or passing the information to an Account Executive so they may pursue an opportunity; emphasis on inbound and outbound call contacts
Process quotations for customer requirements in a timely manner by utilizing computerized pricing, and resources defined by the Quality Management System [QMS] and supported by other functions within the company.
Enter new orders including all necessary information to be routed with the purchase order. This includes up to date prints and quoted prices on necessary components. Orders are to be entered the same day the purchasing order (PO) arrives from the customer.
Assist with special projects involving unique applications, quotations, engineering contact and coordination. This involvement should include presentation of application in weekly meetings or through the use of CRM.
Collect and report significant information to the Manager that may affect corporate goals, via CRM, email and verbally. Includes specific customer information, competitive activity, market and industry trends and changes, technology innovations, new applications, corporate image and specific needs required to support respective markets and/or specific customers.
Contribute during customer champion, sales and marketing meetings as well as various training activities.
Maintain a CRM database inclusive of customer contacts, call reports, opportunity details and specific project pipeline information
Perform other duties as required.
Successful Essential Skills
Excellent phone and email communication skills – 90% of the customer interaction will be either via phone or through email.
Superior listening skills: practices attentive and active listening.
Consistent problem solving and conflict resolution skills: sees conflict as opportunity. Can find common ground and get cooperation with minimum noise. Can read situation quickly.
Excellent time management skills: concentrating effort on priorities and overall planning, awareness and response to what is due now, short and long term. Ability to initiate and complete multiple concurrent projects.
Strong computing skills: i.e. CRM, Excel, ERP Data Analysis for open orders, blanket orders, open quotes and move them to completion.
High level of understanding of the business process: Understands policies, practices, technology, trends and information and how those affect the business.
Actively participate in customer oriented cross functional teams as assigned.
A background in magnetic technologies is not necessary, but an eagerness and curiosity to learn is a must!