Customer Care Representative

Job Description

The Customer Care Representatives is responsible for providing our customers with exceptional technical support via multiple communication channels. This position will interact with customers to facilitate prompt and friendly responses to technical product inquiries and placement of product orders.

Essential Duties and Responsibilities

Efficiently enter customer orders and quotes into the ERP system.
Convert obsolete, damaged or OEM parts to core Sure Controls suppliers.
Promptly respond to customer needs with value-added solutions and solution alternatives that enable customer success.
Follow up on open opportunities to increase wins.
Keep CRM & ERP systems current for all relevant work and customer information.
Coordinate with the procurement department to ensure timely delivery of customer goods
Provide accurate pricing information, understand product margins, handle pricing inquiries, and stay updated on pricing policies to ensure customer satisfaction and support the company’s financial objectives.
Model desired behaviors for culture and values of Sure Controls by maintaining a high level of professionalism and empathy in all interactions.
Adhere to all best practices to be the best possible internal customer to your internal suppliers.
Build and grow customer relationships.
Actively contribute to process improvement by sharing innovative ideas and feedback to enhance efficiency and customer satisfaction.
Ensure timely reporting of assigned metrics.
Foster a collaborative work environment by actively supporting and assisting internal suppliers to achieve team goals and enhance overall performance.
Other duties as assigned

*An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Competencies

Cognitive Skills

Interpretation of written and verbal information
Working Memory – Ability to recall stored, visual images or verbal information.
Decision Making – Gathering facts, analysis and producing a final choice.
Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully, develops alternative solutions and works well individually and in group problem solving situations.

Business Acumen:

Basic Financial Knowledge and Mathematical Abilities (Markup, Margin, Discounts)
Business Professional Writing Skills

Leadership:

Foster Open Communications
Meet Customer Needs
Promote Teamwork
Think Creatively
Show Drive and Initiative
Excellent Time Management Skills
Emotional Intelligence

Functional Technical Skills

Customer telephone dialog skills
Possesses the technical product knowledge of Sure Controls products and services and customer processes of industrial automation, motion, and thermal process systems.
Ability to apply solutions to customer problems (application)
Technical competence on products and solutions
Developed understanding of electricity and control systems.
Mechanical aptitude
Computing (software and hardware skills) (MS)
Provide pre and post-sales support to customers via phone and email support

Minimum Qualifications:

Education: High school diploma

Experience and/or Training: 1 year related experience in customer care and/or training; or equivalent combination of education and experience. Account Management & Customer Support experience required. Strong Communication skills (listening, questioning, speaking) on technical products, Time Management skills. Able to provide customer technical support via multiple communication channels (email, phone, chat, etc.).

Licenses/Certificates: N/A

Technology/Equipment: Computing/Software Skills and Microsoft Office Suite.

Preferred Qualifications:

Education: Associates or BA/BS Degree

Experience and/or Training: 3 years related customer care experience and/or training; or equivalent combination of education and experience. Account Management & Customer Support experience required. Strong Communication skills (listening, questioning, speaking) on technical products, Time Management skills. Knowledge of components used in the thermal process industry (heaters and sensors), process controls, and variable frequency drives (VFDs). Able to provide customer technical support and new application development via multiple communication channels (email, phone, chat, etc.).

Licenses/Certificates: N/A

Technology/Equipment: Computing/Software Skills including ERP/CRM system and Microsoft Office Suite.

Physical and Mental Demands

Sit or stand for extended periods of time.
Speak and hear communications.
Occasionally lift or move up to 50 pounds.

Working Environment

The noise level in the work environment is from quiet to moderate. A hybrid work schedule is available for this position.

How to Apply

Send your resume to [email protected]

Have a Question?

Talk to a company that understands manufacturing and what it takes to automate your process.

Sure Controls, Inc.

N981 Tower View Drive Greenville, WI 54942

300 N Woods Edge Drive Appleton, WI 54914

800-844-8405

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