Customer Service Consultant - WI/IL Territory

Cold Jet•Madison, WI

About The Position

The Customer Service Consultant (CSC) is charged with the customer’s overall satisfaction with Cold Jet products and services. The CSC is responsible for efficiently and professionally serving customer needs, proactively building customer relationships and growing the revenue in the region. The Customer Service Consultant will provide on-site installation, service and troubleshooting support with Cold Jet equipment at customer facilities throughout their assigned territory. The CSC will add value with customers by training customers how to optimize their cleaning and surface preparation applications by best using the Cold Jet equipment. This includes suggesting other Cold Jet products, parts, and services for the customer to use in their cleaning and surface preparation processes. Along with other roles and responsibilities, this role requires an individual who will constantly challenge the status quo and look for ways to innovate products and processes to drive value to our customers.

Requirements

Undergraduate degree within a business or engineering discipline is preferred or five years of experience successfully selling capital or industrial goods in a business-to-business environment.
Some successful mechanical and electrical experience required.
Able to communicate at all levels within an organization and engage others in conversation, relate, and persuade.
Able to prioritize responsibilities and manage time independently.
Strong analytical skills and effectively applies technical and logical methodologies to solve problems.
Customer service skills that demonstrate a commitment to customer satisfaction and garnering customer loyalty.
Technically savvy with the ability to learn, discuss, and repair products on a technical level.
Able to work both independently and in a team environment.
Demonstrated computer proficiency with MS Office Suite, especially Excel, and CRM applications.
Must have a full driving license and be able to drive a company pickup truck or van with a tow-behind trailer.

Nice To Haves

One or more years of experience selling capital or industrial goods in a business to business environment is a plus.

Responsibilities

Be a Resource to Customers
Listen to, understand, and comprehend customer needs, issues, or problems with empathy and satisfy customer with the best solutions
Troubleshoot and perform basic equipment maintenance, minor repairs and upgrades at the customers site and arrange for larger repairs for the customer to maximize machine uptime
“Own” customer requests and issues, including the completion of warranty work. Follow-up with customers to ensure 100% satisfaction
Handle all company business in the best interest of both the customer and Cold Jet by creating value and providing win-win solutions
Build a long-term relationship with the customers so they can recognize you as a point of contact for customer service needs
Assist in the Generation of Revenue within the Assigned Territory
Work effectively with the Regional Sales Manager to service customers and grow the territory
Proactively schedule Preventative Maintenance Inspections for existing customer base inside assigned territory
Sell consultatively while making recommendations to existing customers and prospects of various Cold Jet solutions
Identify opportunities for additional machine sales, conduct product demonstrations and produce quotations for consideration from the customer
Develop a database of qualified leads through referrals, telephone canvassing, cold calls, direct mail, emails, and networking
While communicating with customers, look for opportunities to propose solutions for them such as additional spare parts, accessories, Cold Jet CONNECT, spare part kits, equipment refurbishing, short term rentals etc.
Maintain company vehicle, assigned equipment and parts inventory for product demonstrations, sale and repairs
Maintain customer and sales data in Epicor, CONNECT and in CRM system, both as a selling tool and as a means of gathering information used by sales management and marketing to strategically grow the business
Other Responsibilities
Participate as a team member in the development of Cold Jet’s sales and marketing infrastructure and strategy and such other activities as required and assigned to help the company overall
Represent yourself and the Company professionally