Job Summary

This position in the ECS sales team will fill the role of managing all post-sale customer support related activities. The overall goal for this position – and the project management department as a whole – is to maintain ECS’ reputation as the de-facto corrosion solution provider through reliable, consistent top-tier customer support. This will be accomplished through many different avenues including, but not limited to the following:

• Post-sale customer follow up
• Project site visits and check-ins
• Customer meetings with Outside Sales team, upon request
• Order queue management
• Field support coordination
• Customer special request resolution
• Customer technical support

This role will be critical to the continued success of ECS as sales continue to rapidly scale.

Key abilities to be successful in this role will include communication skills, mastery of all ECS products and services, understanding of ECS sales process, decisiveness, attention to detail, moderate technical skills, patience, and professionalism. This position will report directly to the VP of Sales.

Key Responsibilities:

1. Provide “white-glove” support to ECS customers

• Routinely exceed customer expectations
• Anticipate customer needs
• Make ECS customers feel valued - give them a little extra whenever possible

2. Management of all post-sale customer activities

3. Clear, concise communication

4. Order queue management

5. Ensure customers have necessary tools for successful implementations

6. Resolve complex technical issues

7. Salesforce data management

• Log all customer-related activities
• Update project information

8. Be nimble, creative, and decisive with issue resolution

Tasks:

• Resolve post-sale customer inquiries (order status inquiries, shipping inquiries, field service coordination, technical support)
• Project site visits
• Prioritization or orders within shipping queue (Coordinate w/Production team)
• Customer meetings upon request (in-person or virtual)
• Customer training coordination
• Constant communication with Outside Sales team
• Coordination with Engineering team as needed for product-related issue resolution
• Log all customer and project related activities in Salesforce
• Decipher and select appropriate communication channel per each situation (Phone call, text, email, Microsoft teams)

Metrics

• Customer satisfaction
• Customer response time
• Product issues resolved quickly; multiple warranty shipments and/or site visits not needed
• No communication breakdowns – with any situation ensure all involved parties are aligned, expectations are clear, and results are predictable based on information communicated by Project Manager

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus opportunities

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• St. Louis, MO 63146: Relocate before starting work (Required)

Work Location: In person