Principal Duties/Responsibilities:

· Listens and responds to customer questions and probes for customer needs via telephone and e-mail applying product knowledge to help customers with routine and emergency situations.

· Works with Sales Executives and computes price of services, discount and shipping charges. Initiates purchase requisitions.

· Follows up on quotes, parts exchanges and orders to ensure delivery by specified dates

· Tracks defects and customer calls; receives and follows up on customer complaints. Reports customer complaints and uses problem solving skills to reduce defects to customers.

· Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer.

· Attains knowledge of customer contracts and manages a key customer account.

· Develops and maintains customer’s profile within database including contact information, billing and shipping information, and discount structure.

· Prepares reports for Sales Account Managers and management, as required.

· Builds extensive knowledge of repair capabilities and overall services offered by business.

· Assist Department Manager in cross training and mentoring employees.

· Provides suggestions for process and system improvements and work through implementation and testing.

· Builds customer volumes and sales by cross selling and up selling alternative solutions.

Knowledge, Skills, Abilities, & Behaviors Required:

· Associates Degree from a two-year college or technical institution and three to five years of related experience and/or training or equivalent combination of education and experience.

· Must have the ability to learn and use sophisticated computer software.

· Must possess effective communications and client relationship skills.

Physical Demands and Working Conditions:

While performing the duties of this job, the employee is regularly required to stand; walk; use hands/fingers to handle, or feel; reach with hands and arms; climb, ascend/descend or balance to heights that may require a ladder or lift; stoop, kneel, crouch, or crawl in confined spaces; and talk or hear. The employee is occasionally required to sit. The employee must occasionally lift and/or move more than 50 pounds. The employee is regularly required to use close vision and color vision. The employee is occasionally exposed to outside weather conditions and risk of electrical shock. Work is

typically performed in a factory environment and is usually very loud. In the factory environment, the employee may be exposed to hazardous materials and/or greasy or slippery factory floors.

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