Customer Experience Representative
About The Position
Customer Experience Representative Type : Full-time, Non-Exempt Reports to : Director of Marketing and Customer Success Supervises : None Description Serve a variety of clients, including (but not limited to) OEM’s and large industrial companies. Provide basic technical support to customers and outside sales reps Obtain forecasts and orders for each assigned customer, and enter/submit with high level of accuracy Advocate for customer; liaison between customer and internal cross functional team members Understand and obtain customer requirements, escalate complaints, and work to enhance customer experience Responsible for knowing processes used by assigned customers Resolve hot items with a sense of urgency Product launches and RFQ’s: Initiate and track internal workflow to drive projects to completion Help support sales team to achieve established sales and profitability goals by upselling when the opportunity presents itself Assist in customer specific documentation for Customer Experience Team, including maintenance of data in CRM system All other projects as assigned. Salary Description $19.50-21.50/hour
Requirements
- High school diploma or equivalent required, 2 year degree preferred
- Minimum of 2 years customer service type of role, OEM preferred
- Strong computer skills including Microsoft Office Suite, order entry, and Salesforce
- Ability and dedication to work effectively in a team-focused environment
- Ability to adapt quickly to change
- Proven problem solving and conflict resolution skills
- Build knowledge of company products, materials, and capabilities
- Strong, trusting relationships with selection of current customers
- Maintain a positive attitude and excel in maintaining and growing relationships with our customers (internal and external) in accordance with the Echo Way.
- Self- motivated and metrics driven
Nice To Haves
- Bi-lingual preferred, but not required
- 2 year degree preferred
- OEM preferred
Responsibilities
- Serve a variety of clients, including (but not limited to) OEM’s and large industrial companies.
- Provide basic technical support to customers and outside sales reps
- Obtain forecasts and orders for each assigned customer, and enter/submit with high level of accuracy
- Advocate for customer; liaison between customer and internal cross functional team members
- Understand and obtain customer requirements, escalate complaints, and work to enhance customer experience
- Responsible for knowing processes used by assigned customers
- Resolve hot items with a sense of urgency
- Product launches and RFQ’s: Initiate and track internal workflow to drive projects to completion
- Help support sales team to achieve established sales and profitability goals by upselling when the opportunity presents itself
- Assist in customer specific documentation for Customer Experience Team, including maintenance of data in CRM system
- All other projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
