Customer Experience Representative

Type: Full-time, Non-Exempt

Reports to: Director of Marketing and Customer Success
Supervises: None

Qualifications

• High school diploma or equivalent required, 2 year degree preferred
• Minimum of 2 years customer service type of role, OEM preferred
• Strong computer skills including Microsoft Office Suite, order entry, and Salesforce
• Bi-lingual preferred, but not required

Competencies

• Ability and dedication to work effectively in a team-focused environment
• Ability to adapt quickly to change
• Proven problem solving and conflict resolution skills
• Build knowledge of company products, materials, and capabilities
• Strong, trusting relationships with selection of current customers
• Maintain a positive attitude and excel in maintaining and growing relationships with our customers (internal and external) in accordance with the Echo Way.
• Self- motivated and metrics driven

Description

• Serve a variety of clients, including (but not limited to) OEM’s and large industrial companies.
• Provide basic technical support to customers and outside sales reps
• Obtain forecasts and orders for each assigned customer, and enter/submit with high level of accuracy
• Advocate for customer; liaison between customer and internal cross functional team members
• Understand and obtain customer requirements, escalate complaints, and work to enhance customer experience
• Responsible for knowing processes used by assigned customers
• Resolve hot items with a sense of urgency
• Product launches and RFQ’s: Initiate and track internal workflow to drive projects to completion
• Help support sales team to achieve established sales and profitability goals by upselling when the opportunity presents itself
• Assist in customer specific documentation for Customer Experience Team, including maintenance of data in CRM system
• All other projects as assigned.