Customer Experience Specialist

EBSCO Industries Inc

61d

About The Position

Bailey International is a forward-thinking company dedicated to excellence in Sales Operations and Supply Chain management. We specialize in engineering, manufacturing, and sourcing hydraulic and electronic control solutions that drive key industries like agriculture, construction, and transportation. With a steadfast focus on quality, innovation, and customer success, we take pride in being a trusted partner in motion control solutions. Whether on the shop floor or in the boardroom, our culture is built on integrity, collaboration, and a commitment to continuous improvement.Job SummaryA Customer Experience Specialist is a liaison for the customers and the business. This position is responsible for creating a wow customer experience by receiving inbound customer calls, taking and processing orders and going the extra mile to serve our customers well.

Requirements

High School Diploma or GED
At least one year of work-related experience in customer service and/or sales role
Works autonomously and collaboratively in a fast past environment while maintaining a professional and upbeat attitude
Outstanding organizational, interpersonal and communication (written and verbal) skills
Sits in an office environment and/ or in front of a computer for long periods of time with or without reasonable accommodations
Strong analytical and problem-solving skills
Proficient in the use of Microsoft Office programs such as Word, Excel, Outlook
Strong phone and active listening skills
Lifts up to 10 pounds with or without reasonable accommodations
Ability to work overtime and weekends based on business needs
Ability to travel up to 10% of the time for meetings, training or other business needs with or without reasonable accommodations
Walks throughout a large facility with or without reasonable accommodations

Nice To Haves

Working knowledge of cloud-based computer programs; experience with NetSuite
Experience operating a call center, cloud-based phone system
Hydraulic industry experience

Responsibilities

Answers inbound calls in a professional, yet cheerful and engaging manner
Answers inbound emails in a professional, engaging manner with proper communication, knowing when to reach out to the customer via a phone call
Setting up new customer accounts in our ERP system
Provides customers with product pricing and availability
Accurately processes orders, return authorizations and quotes
Responds to customer inquiries in a timely manner
Research required information using available resources and processes
Answers basic technical questions using system information/manufacturer specification sheets and limited google searches if needed
Looks for opportunities to upselling and cross-sell products on incoming orders
Identifies sales opportunities based on a customer’s sales history and potential and then make the appropriate decision on special pricing or route to Workshop Inside Sales Rep as appropriate
Handles and resolves customer complaints professionally and timely, knowing when to escalate the call
Routes calls to appropriate department, as needed using a “warm transfer” process.
Continues to strengthen mechanical aptitude and knowledge
Organizes daily schedule to include inbound calls, return voicemails and conduct follow-up calls, as needed