About the role
Description Reporting to the Associate Director of Sales Operations, the Customer Support Specialist will be responsible, through superb customer care and phone activity, for handling customer follow-ups, order entry, and CRM documentation. This person will effectively prospect new sales opportunities and articulate Ergodyne’s value proposition to customer decision makers. This person will focus on delivering an industry best customer experience and managing all internal customer care requirements. This person will always portray passion as a steward, protector, defender and driver of both the product and corporate brand This position requires you to be in the office Monday-Wednesday with an option to WFH Thursdays/Friday Y ou h ave already accomplished (required) Bachelor’s Degree in Business or minimum of 3 years of professional experience in a related role. 2-3 years Customer Support Experience 1-2 years CRM Systems You may
have already accomplished (preferred):
1-2 years Office Systems (Excel, Word, PowerPoint, e
1-2 years Inside/Tele Sales Experience
Wha
t YOU are good at:
Can communicate with all styles to foster ever improving teamwork
Organized for productivity and efficiency, yet flexes to anticipate and meet the needs of others
Makes thoughtful, creative, and timely decisions after analyzing situations
Stays current. Demonstrates a passion for learning with reading, research, and networking.
W
hat WE are good at:
Working Hard. Playing Hard. Living Tenaciously.
Making well-crafted, innovative, high-function products that Make The Workplace A Betterplace™
Being distinctively and disruptively creative from bow to stern.
Endeavoring to be fair-minded, transparent and positive in all we say and do
Key Job Duties
Order Management & Accuracy
Manage all aspects of order entry from cradle to grave. Including:
management of assigned orders and inquiries from inbox
Accurate order entry with special attention to order process
Follow through on order delivery and customer satisfaction
Maintain an error rate no higher than the company expectation
Manage and maintain customer pricing, monitor reports and document all standard price deviations
Customer Experience & Communication
Demonstrate impeccable phone skills and etiquette while meeting or exceeding established phone metrics
Professional communications with customers and sales team
Delight customers above and beyond the call of duty.
Ability to anticipate the needs of your customers and offer solutions
Have empathy for customers’ situation and have “thick skin” when handling difficult customer or customer situations
Investigate, process and document all returns and customer concerns, working in collaboration with managers and other departments when necessary.
Sales Support & Pipeline Contribution
Implement sales and marketing programs and assist field sales with the execution of tactical initiatives.
Work directly with field sales on lead generation, qualification and follow-up, as well as, prepare and present bids and quotes as needed
Follow the sales process from lead generation and management through opportunity, successful closure and account penetrations
Support the sales opportunity pipeline by feeding a minimum of three sales opportunities per week
Product Knowledge & Systems Management
Demonstrate product knowledge by understanding technical specifications and be able to engage discussions about merits and benefits of using the products
Use this product knowledge to increase personal credibility and optimize product sales with customers
Update and maintain data integrity of CRM database for current customers
Demonstrate impeccable phone skills and etiquette while meeting or exceeding established phone metrics