at Tranter Inc in Farmersville, Illinois, United States
Job Description
Description: This position supports both Sales and on-site Operations. Responsible for selling Tranter transactional products and services within the assigned area of responsibility and providing direct support to customers, sales team, unit, or department.
Responsible for providing direct support to customers in handling Standard Orders throughout the order to cash process (from customer order to Invoicing) and keep the customers updated on deliveries.
Responsible for the activation of the internal processes for the order execution.
Accountabilities:
- Act as a liaison between the customer and Tranter, Inc. in communicating any expediting, shipping instructions, and potential issues.
- Meet or exceed KPI’s that drive department performance.
- Assist team with regular reporting and continuous improvement of business metrics such as: quote turn-around, on-time delivery, customer satisfaction.
- Customer First Responsibilities: "Face to Customer"; Ambassador to Tranter
- CRM management
- Work collaboratively with service center operations and outside sales to determine and resolve root causes of schedule attainment and/or on-time delivery related issues
- Help drive the lean enterprise system in department processes
- Follow HSE (Health, Safety and Environment) and related work instructions and assist implementation of HSE regulations and policies
Skills/Competencies required:
- Requires ability to navigate a computerized data entry system or other relevant applications.
- Strong computer analytic skills with experience with CRM system.
- Capability to respond quickly, decisively, assertively, and professionally to changing requirements in customers’ expectations, delivery issues, and other discrepancies
- Customer facing communication skills
- Effectively communicate with internal business partners, both orally and in writing. English preferred (bi-lingual a plus).
- Understand, adopt and model the behavior outlined in Tranter Core Values
- Effectively demonstrate the leadership skills outlined in the Tranter Leadership Competencies
- Comply with P&S Inside Sales and Tranter SOP’s
- Experience & ability to read engineering drawings & designs is a plus.
Duties:
- Follow established sales processes and guidelines to promote and sell Tranter Product and services, may include items such as:
- Draft sales documentation, proposals, reports, and correspondence such as sales contracts and maintenance agreements.
- Make standard calculations to accurately compile and report statistics.
- Perform background research on customer accounts, prospects, competitors, and industry trends to support the sales team's activities.
- Investigate and identify parts/products needed by customer.
- Answer internal and customer inquiries on product availability, prices, delivery times, and the status of orders so inquiries are dealt with promptly and accurately.
- Create and actively follow up the quote in order to understand if the proposed value is understood and if it is matching the customer needs.
- Proactively look for upselling opportunities.
- Use the CRM tool and other tools in a consistent and qualitative way to support the sales process and take decisions.
- Manage the order to cash process for Standard Orders, from the order acceptance to invoicing (Order fulfillment, Ordering Equipment, Parts & Technical expertise, Monitoring cost, Warehousing, Order Shipping and Customer Invoicing).
- Timely Customer communication and support during the process: order status, delivery date, problem resolution.
- Backlog and WIP maintenance
- Claims administration.
- Customer Shipping logistics: creation of BOL & Schedule shipments
- Quick Base: Work Order Setup, Maintain Integrity of Customer Demand & Data Transfer Order entry & support to Inventory Control Planning efforts
- QSI data collection for inventory planning & control
- Review customer’s purchase order to verify customer’s requirements and take exception to the contract when applicable.
- Maintain customer service order files in accordance with Tranter, Inc. SOP’s.
- Work with various teams such as Finance, Product Engineering, and Production Scheduling to distribute and follow customer orders as per the SOP.
- Mailing / distribution of product drawings in accordance with customer’s requirements.
- Assist in effective training of entry level department team.
- Communicate with staff from other areas in the organization, such as production, warehouse, transport, or distribution, to confirm the status of orders and resolve customer complaints.
- Ability to work remote up to 20% of the time (contingent upon meeting expectations).
- Other duties as assigned.
Education, Qualifications and Experience:
- Minimum high school diploma or equivalent. Bachelor degree a plus
- 1 to 4 years of experience in Customer Service or related field
- General Office Skills
- Proficient in Microsoft Office Suite & CRM
