CUSTOMER SERVICE REP

This position is responsible for managing the overall customer experience and relationship. It involves creating customer quotes, processing and expediting customer purchase orders, and performing problem resolution for customers.

Job Duties:

• Develops customer quotes for multiple product lines using various resources and offers additional add-on products that support or enhance requested items.
• Enters orders for new units and parts by phone, fax and email, sending a completed acknowledgement to the customer and following up accordingly per set schedule.
• Answer questions from potential and existing customers. Engage TRS, Project Manager, and Engineering support team as needed for complex questions.
• Expedites ordered products per customer request and follow procedure per work instruction on expedite fees and communicator structure for requests.
• Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Uses CRM and related tools to record calls, opportunities, issues and resolutions.
• Manages new customer accounts and maintains existing customer records in the M1 ERP system.
• Follows up with customers on open quotes and converts quotes to orders or closes quotes, based on customer approval.
• Demonstrates the Caldwell Company Values and the “Easy to Do Business With initiative” in all work activities.

Requirements:

• BS/BA in Business or other related discipline or equivalent experience
• Three years of customer service experience, preferably within the material handling industry, demonstrating knowledge of product, channels, vertical markets and competition.
• Excellent written and verbal communication skills.
• Demonstrated proficiency with MS Office and a basic understanding of technology.
• Proven customer service orientation toward both internal customers and end users.
• Proven ability to work effectively with individuals in various departments and levels.
• Proven ability to successfully manage multiple tasks in a rapidly changing environment.
• Knowledge of the rigging and/or crane industries a plus

Physical Requirements:

Regularly required to talk and/or hear; Frequently required to sit, use hands and reach with hands and arms; Occasionally required to stand and walk