Job Overview
Job Role
Receives and processes customer orders, inquiries, and/or complaints covering items or products ordered and supports customers through specialized technical or scientific knowledge/product applications. Maintains an ongoing relationship with selected customers and sales staff, particularly those focused on technical applications of the product or service. Uses technical knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. May handle multiple product markets. Typically requires relevant experience, completion of technical product training, and demonstration of high-level product and process knowledge of a technical nature.
Job Responsibilities
- Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching
- Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards
- Interview the customer, following a complex multi-level sales script, to clarify the customer’s requirements. And/Or assist in conducting interviews with potential customers to collect client requirements, making detailed notes
- Look for opportunities during service interactions to bridge customer needs to additional products/services offered by the organization
- Maintain and lead periodic check-ins with key customers to ensure they’re receiving the most value from the product/service
- Provide advanced product/service information and respond to complex customer questions about the product/service
- Record and process custom/special customer orders, often dealing with ambiguous delivery expectations
- Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required
- Schedule follow-up actions and enter relevant information into the CRM system after each customer visist to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities
Education
Bachelor Degree in Mechanical Engineering or Equivalent is prefrable
Required Qualifications & Skills
Job-related Skills
- Strengthens Customer Connections
- Masters Service Conversations
- Navigates Customer Challenges
- Leverages Digital Communications with Customers
- Service Into Sales
- Action Planning
- Builds Customer Loyalty
- Customer-Focused Approach
- Compliance Management
- Computer Skills
- Provides Technical Support
- Troubleshoots Technical Issues
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