Customer Experience Representative

Job Description

Job Description

Position Summary:
Customer Experience Representatives help Alinabal promote company awareness, establish and build strong client relationships with an assigned account base, and provide assistance to field sales and internal personnel. The CER plays a critical role and has the primary responsibility of reviewing orders for accuracy, coordinating order entry activities, and providing necessary information to various internal departments to ensure a premium customer experience.

Responsibilities:

• Promote Alinabal services to new and existing assigned customers
• Responsible for providing assistance to field sales and internal personnel
• Handle day-to-day activities of the assigned account list and serve as liaison between customer, quality, engineering, and manufacturing departments
• Generate quotes, coordinate order entry, and communicate order requirements to appropriate personnel
• Work to expedite orders to ensure product delivery on time for customers’ needs
• Establish and build strong client relationships with category buyers that allow for sales increases and rapid resolution of customer issues to ensure a positive scorecard
• Perform customer service and account maintenance duties for customers, including scorecard and portal management
• Review orders for accuracy, coordinate order entry activity, and provide necessary information to various internal departments and external customers
• Coordinate customer quote activity within the organization and maintain CRM database
• Prepare and present customer quotations and proposals directly to customers or in conjunction with field sales representatives
• Monitor account activity, analyze overall account performance, and provide sales forecasts
• Occasional travel to customer locations may be required (+/-10%)
• Work with the SVP of Sales, Marketing, and Customer Experience Manager to analyze customer data to find the most efficient prospecting and sales methods
• Manage CRM and meet all requirements for effective data management
• Manage customer data within company systems, including ERP & CRM systems

 

 

Competencies:

• Curiosity, competitive, collaborative, coachable
• Knowledge of technical and mechanical aspects of products and services
• Knowledge of pricing strategies and negotiation techniques
• Proficient in MS Office, CRM, Teams
• Excellent communication skills both virtually and in person
• Excellent organizational abilities to work effectively on multiple projects in parallel
• Problem-solving aptitude and ability to think on your feet
• Knowledge of factory production and engineered solutions a plus
• Previous business and sales experience in manufacturing environment preferable

Experience/Education Required:
Proven experience in customer service related field with a strong “customer first” emphasis. 5+ years of customer service with BS/BA in a related field preferred

Other Details:

• Work Environment: Manufacturing floor with exposure to industrial equipment, noise, and varying temperatures
• Schedule: Full-time, Monday to Friday, 7:30 AM to 4:00 PM, with overtime required as needed
• Travel: Minimal travel may be required for inter-facility coordination
• ADA Compliance: Alinabal is committed to providing reasonable accommodations in accordance with the Americans with Disabilities Act (ADA). Employees who require accommodations or have work restrictions will be supported through an interactive process to ensure safe and effective performance of essential job functions

Benefits may include:

• Medical, dental, and vision insurance
• 401(k) retirement savings plan with company contributions
• Paid time off (PTO) and company holidays
• Life insurance and disability coverage

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change

 

 

 

Alinabal is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.