What are the responsibilities and job description for the Customer Support Specialist position at GT Sales & Manufacturing Inc?
Description
At GT Midwest, we value our employees and our customers. If you are looking to join a company who has been in business for over 75 years and has an amazing work environment, the Customer Support Specialist position may be for you! The responsibilities include, but are not limited to, processing customer orders and related transactions, expediting customer orders, answering incoming calls from customers, assisting Sales Engineers with various tasks, and growing the business. In these roles, Customer Support Specialist personnel must listen and understand the customer’s needs and then determine how to efficiently and profitably meet those needs.
Requirements
•Develop and maintain effective relationships with customers and suppliers throughout their organizations by effective communication and service
.•Receive incoming customer phone calls, faxes, emails, and other communications and respond in a timely manner to the requests and information contained therein.
•Support the GT Sales Engineers by quoting product, entering orders and expediting orders on a timely basis.
•Work with Sales Engineers to determine the most effective way to process tasks to ensure customer satisfaction.
•Identify and document opportunities for additional sales and then pursue those opportunities to a conclusion, sometimes independently, and sometimes in cooperation with the Sales Engineer or product specialist.
•Look for opportunities to up-sell and add-on-sell
.•Resolve quality issues, application issues, and customer complaints in a timely manner.
•Negotiate profitable pricing and other commercial issues and renegotiate same as circumstances change.
•Understand distributor business strategy.
•Utilize solutions-based selling skills to sell value instead of price.
•Document all activities in GT’s CRM system.
•Work as a team with fellow GT employees.
LANGUAGE SKILLS
Must demonstrate consistently effective oral and written communication skills among supplier personnel, customers and fellow employees at every level including CEO.
COMPUTER SKILLS
Competent use of Microsoft Office products, ERP systems and CRM systems.
MATHEMATICAL SKILLS
Must be able to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions, and decimals.
WORK ENVIRONMENT & PHYSICAL DEMANDS
High energy, sometimes stressful with demanding deadlines and deliverables. Must occasionally walkthrough the warehouse. Must occasionally lift up to 60 pounds. Must be able to utilize arms and hands to handle, feel, reach and move inventory occasionally. Must be able to speak, hear, and sit for long periods of time.