Job Description

Job description:

Job Title:

Customer Experience Representative

General :

The Customer Experience Representative acts as the primary point of contact for customers and plays a crucial role in fostering relationships with both customers and distribution partners. This role is pivotal in handling incoming leads, assigning them efficiently to the appropriate accounts, and providing support to enhance the functionality of the sales team. The Lead Coordinator ensures that all interactions with customers and partners are handled with the highest level of service and professionalism.

Key Responsibilities

Major Duties and Responsibilities:

Customer Service Excellence: Provide outstanding customer service, acting as the first line of communication with clients. Lead Management: Efficiently assign web leads and quotes to appropriate sales representatives. Respond to these leads promptly, asking discovery questions to gather enough information for preliminary quoting. Sales Support: Assist the sales team with the preparation of quotes, proposals, and follow-ups to ensure the sales process runs smoothly. Documentation: Document all client interactions meticulously to maintain a comprehensive database of customer information and interactions. Relationship Management: Develop and maintain strong relationships with clientele and ensure continuous engagement to build trust and loyalty. Follow-Up: Proactively follow up with customers for additional information as needed and track the progress of leads assigned to dealers. Communication: Manage queries through phone calls, the company website, voicemails, chats, and monitor essential communication channels like the Contact@PE email and fax email. Information Dissemination: Send customers necessary installation instructions, packing lists, and other relevant documents to facilitate their purchase and product usage. Reporting: Complete Dealer Order Reports to keep track of all transactions and interactions with dealers.

Minor Duties and Responsibilities:

Cross-trained in the basic quoting process to provide Tier 3 liaison backup support. Skilled in handling customer inquiries, ensuring a seamless service experience, and assisting with quoting tasks as needed to support Equipment Selection Support: Occasionally assist clients in selecting equipment that best meets their needs, providing personalized recommendations based on their specifications and requirements. Keep up-to-date with essential product knowledge to ensure accurate and efficient service

Qualifications:

Experience: Proven track record in customer service or sales support roles.

Experience in lead management and sales assistance is highly preferred

. Skills: Excellent communication and interpersonal skills, proficiency in CRM software and data entry, strong organizational abilities, and a knack for detail-oriented tasks. Education: A degree in Business Administration, Marketing, or a related field is advantageous. Attributes: A proactive, customer-oriented approach with the ability to multitask and manage various projects simultaneously. The candidate should exhibit a strong problem-solving attitude and the ability to work independently as well as part of a team.

Additional Information

The tasks and responsibilities outlined in this job description are subject to change as business needs evolve. This is an office-based position, requiring the individual to work from company premises.

Please note, these tasks are subject to change/grow as needed.

Job Type: Full-time

Benefits:

401(k) Dental insurance Health insurance On-the-job training Paid time off Parental leave Referral program Vision insurance
Work Location: In person

Shift: 10AM-6PM Mon-Fri

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

401(k) Dental insurance Health insurance On-the-job training Paid time off Referral program Vision insurance
Work Location: In person