What are the responsibilities and job description for the Customer Experience Specialist I position at Milbank Manufacturing?
Job Description
The Customer Experience Specialist (CES) is an integral part of Milbank’s desire to achieve high-level customer satisfaction. This individual is the first point of contact for our customers, reps and partners and can make a positive impact on the future success of growth while providing exemplary service and support to all. This is a fast-paced position that regularly communicates with all levels of personnel at Milbank. Must independently strive to develop positive influence in the organization and develop key relationships with internal/external stakeholders for the benefit of our customers’ long term. Must be able to work independently and communicate with Milbank’s region directors and their team to grow one of Milbank’s respective regions or customer base.
Position Qualifications
Education: High school diploma and/or equivalent experience, associate’s or bachelor’s degree preferred
Experience/Skills/Abilities: Three to five years’ experience in customer service or technical support position. Must thrive in a multi-task, team, service environment and be able to communicate with all levels of personnel inside and outside the company.
Duties and Responsibilities
Sales:
- Must be a subject matter expert on products in the assigned region and proactively recommend products and solutions to customers based on their needs and specifications.
- Manage region/territory pricing as well as develop new pricing and programs to help Milbank maximize sales and profit.
- As an expert on products in the assigned region/territory, must help Milbank product management and Marketing team create catalogs that are specific to a customer, utility, region, etc.
- Must be able to manage internal processes and implement improvements where applicable as well as recommend wholesale changes to your manager
- Able to read and comprehend job bid specifications and prepare pricing packages and programs with accurate configurations and pricing that would maximize benefits to customer and Milbank.
- Ability to upsell and emphasize product features based on analyses of demand, product knowledge, capabilities and limitations
- Respond to customers' requests for pricing, availability, product uses and creative ideas and samples.
- Stay informed about competing products and services.
- Assist in the achievement of opportunity-based sales quotas.
- Pursue new sales opportunities utilizing all available resources as well as take initiative to think “outside the box” on how to maximize sales.
- Collaborate with regional directors and manager on effective ways to improve processes, systems and overall growth and profit.
- Ability to multi-task, prioritize and effectively manage time
- Customer Catalog Review – Work with Sales and Marketing personnel to update and collaborate a catalog review.
- Assist customers and internal departments with customer set-ups, returns and issues related to credit.
- Order entry, quote entering, responding to customer e-mails and phone calls in a timely manner
Technical Support:
- Provide technical support for the Milbank rep/distributor, including cross-referencing of competitor products.
- Review engineering drawings to identify repair parts and application questions.
- Ability to read utility specifications and recommend products that meet the specifications
- Ability to work with the customer and our Engineering Department to develop new products and specifications.
Customer Experience:
- Monitors programs and procedures to ensure overall superior customer satisfaction
- Provides feedback to manager regarding service failure and customer concerns as well as provides possible solutions
- Acts as a resource in resolving customer issues brought to the department by utilizing excellent Milbank process knowledge and strong people skills
- Oversees all customer issues, works with Area Sales Managers to resolve and provide resolutions according to Milbank values and policies.
Lean Enterprise:
- Establish and utilize frameworks and systems, including tools such as visual management, problem solving, standard work and kaizen.
- Adhere to and promote the HR Pledge and actively embrace our core principles.
- Cooperate and commit in a team environment to achieve goals and deliverables.
- Resolve difficult or complicated challenges using the problem-solving process.
- Actively embrace our core principles
Team-Based Orientation:
- Ability to lead actions that encourage trust and mutual respect among subordinates, peers and upper management.
- Ability to relate to others in a professional manner and effectively deal with sensitive personnel issues while considering the needs, wants and feeling of others
- Ability to work with other individuals towards common goals by demonstrating respect, listening to others’ points of view, avoiding defensiveness, expressing personal viewpoints with tact, avoiding blaming others or finger-pointing and being persuasive without personal attacks or intimidation.
Competencies
Communication:
- Oral communication – Speaks clearly, professionally and persuasively in positive and negative situations, demonstrates group presentation skills and conducts meeting and training seminars to company and rep personnel at all levels of expertise
- Written communication – Writes clearly, professionally and persuasively in positive or negative situations in corresponding with all external and internal customers.
Planning and Organization:
- Strong communication and interpersonal skills and dedication to customer satisfaction
- Excellent time management and organizational skills and the ability to multi-task and prioritize
- Knowledge of sales practices and the most efficient customer service techniques
- Ability to interpret sales metrics and perform data entry
- Ability to pay close attention to detail
Computer and Software Skills:
- Must be proficient (above average) in all Microsoft suite applications, the corporate ERP system and business intelligence software
- Must understand the basic IT functions and processes to effectively communicate needs of the Sales Department
- Working knowledge in customer relationship management software and data analysis
Travel Required: Up to 5%
Hours: Regular 40-hour workweek with the understanding this job requires a “do what it takes attitude” within reason. Paid overtime with prior approval by direct manager.
Working Conditions: Office setting with opportunities for hybrid
