POSITION OVERVIEW:

The Customer Relations Specialist plays a pivotal role in maintaining positive relationships between the company and its customers. This position involves providing exceptional customer service, addressing inquiries and concerns, and fostering customer loyalty through effective communication and problem resolution. The Customer Relations Specialist serves as a liaison between customers and various departments within the organization to ensure customer satisfaction and enhance the overall customer experience.

CORE VALUES

We at Conveyor Solutions live by a core set of beliefs and principles that we define as our Core Values. Our Core Values are the foundation in all we do. This is especially true as we add team members to our growing family to ensure they exemplify the Systems in Motion Core Values, which are:

1. Integrity
2. Optimistic and Growth Oriented
3. “Make it Happen”
4. Passionate and Enthusiastic
5. “Own It”
6. Creative Problem Solver

PRIMARY DUTIES AND RESPONSIBILITIES – 

1. Customer Engagement
   • Initiate and maintain regular communication with clients to understand their needs and expectations.
   • Proactively engage with customers through various channels, such as phone calls, emails, and face-to-face meetings.

1. Issue Resolution

• Address customer inquiries, concerns, and escalations promptly and effectively.
• Collaborate with internal teams to resolve customer issues and ensure timely resolution.

1. Client Onboarding

• Facilitate the smooth onboarding process for new clients
• Ensuring a clear understanding of products/services and establishing expectations.

1. Relationship Building

• Cultivate strong, long-term relationships with key clients.
• Identify opportunities to upsell or cross-sell products/services based on customer needs.

1. Feedback Collection 

• Gather customer feedback on products, services, and overall experience.
• Use feedback to drive improvements in products and services.

1. Data Analysis

• Utilize customer data and analytics to identify trends and patterns, 
• Helping to anticipate customer needs and preferences.

1. Training and Support

• Provide training and support to customers on the use of products/services.
• Ensure customers are aware of available resources and support channels.
1. Customer Retention
   • Develop strategies to enhance customer loyalty and retention.
   • Implement customer retention programs and initiatives.

1. Collaboration

• Collaborate with sales, marketing, and other departments to ensure a unified approach to customer satisfaction and business growth.

1. Reporting

• Generate regular reports on customer satisfaction, feedback, and other relevant metrics.
• Present findings and recommendations to senior management.

1. Proposals

• Generate estimates for PM contracts, spare parts and other services.
• Produce customer proposals for said services and parts.

METRICS OF SUCCESS

Meet or exceed established KPIs and goals – 

• Customer satisfaction
• Customer retention and 
• Revenue generation / Renewal percentage

EDUCATION

Bachelor's degree in business administration, marketing, or a related field preferred.

QUALIFICATIONS AND EXPERIENCE

• Proven experience in customer service or customer relationship management role.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving skills and ability to handle customer complaints or issues effectively.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work effectively in a fast-paced environment and prioritize tasks accordingly.
• Detail-oriented with excellent organizational skills.
• Ability to work independently as well as part of a team.
• Flexibility to work occasional evenings or weekends as needed.
• Passion for providing exceptional customer service and dedication to customer satisfaction.

PERSONAL QUALITIES/TRAITS

Integrity Follow-Up Engagement Accountability

Team Player Dependable Positive Attitude Customer Focused 

Ethical and Honest Productive Motivated Adaptability Curious/Inquisitive Frugal Technically Minded

ENVIRONMENTAL/PHYSICAL FACTORS

This position works primarily in a typical office environment.

This position requires, at times, to work in a warehouse environment.

This position requires ability to lift 35 lbs.