Inside Sales - Customer Experience Generalist

Overview

Join our dynamic team as an Industrial Customer Service Representative, where you'll be the vital link connecting our clients with innovative solutions and exceptional service. This energetic role offers the opportunity to deliver exceptional service extending “end-to-end” support and service to specialized customers, field specialists, and account managers. Routinely probe to uncover support needs, identifying solutions, enter quotes/orders, follow up on open information requests, and seek ways to add value while creating a remarkable experience for both internal/external customers. Your primary objective will be to deepen the relationship with E&R Industrial customers and drive loyalty and sales by providing a seamless and satisfactory customer experience through efficient communication and problem-solving skills.

The permanent location for this position is Hanover, MD. However, the first 90 days of training will be conducted in person at our Trainer, PA branch. Candidates must be willing and able to travel to the Trainer, PA location throughout the initial 90-day training period.

Following completion of the initial training period, the position will be based out of our Hanover, MD location.

Duties

• Work in a fast-paced multi-channel environment (including but not limited to e-mails, phone calls, chat), following assigned work schedule.
• Interact with various teams across E&R Industrial to effectively resolve customer issues in a timely manner.
• Make empowered decisions and resolve customer concerns in a courteous and helpful manner, showcasing excellent customer service skills, work ethic, and integrity.
• Drive customer retention and contribute to sales growth through exceptional customer service and personalized interactions.
• Identify, evaluate, and promptly communicate customer trends and opportunities to leadership.
• Provide comprehensive information about E&R Industrial's products, services, and company policies to assist customers effectively.
• Assist customers with order placement, tracking, and returns, ensuring a streamlined and positive experience.
• Demonstrate active listening to understand and address customer complaints or concerns, aiming to identify and resolve the root cause.
• Maintain department performance standards and goals, with a strong understanding of policies and procedures to support compliance.
• Adapt quickly to changing business needs while maintaining a positive attitude and professionalism in all interactions.

Qualifications

• Minimum of 1 year of customer service experience.
• Experience or knowledge in cutting tools, metalworking, machining, or related industrial industries is strongly preferred.
• Experience with building customer relationships by responding to a high volume of inbound phone calls.
• Experience working with customers and Sales team members daily.
• Experience in identifying and recommending opportunities to strengthen our team, processes, and customer relationships.
• Experience with resolving customers’ challenges by using all resources for account selection, product identification, order placement, and order management.
• Experience with resolving pricing, invoicing discrepancies, applying credit, and implementing return procedures.

Join us as an Industrial Customer Service Representative where your enthusiasm for client success meets your expertise in project management and CRM systems! Be part of a forward-thinking organization that values your contributionshelping us deliver outstanding service while advancing your career in a vibrant industry!

The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.