Customer Experience Representative

Job Posting Title Customer Experience Representative

Job Description

Position Summary:

Customer Experience Representatives help Alinabal promote company awareness, establish and build strong client relationships with an assigned account base, and provide assistance to field sales and internal personnel. The CER plays a critical role and has the primary responsibility of reviewing orders for accuracy, coordinating order entry activities, and providing necessary information to various internal departments to ensure a premium customer experience.

Responsibilities:

Promote Alinabal services to new and existing assigned customers

Responsible for providing assistance to field sales and internal personnel

Handle day-to-day activities of the assigned account list and serve as liaison between customer, quality, engineering, and manufacturing departments

Generate quotes, coordinate order entry, and communicate order requirements to appropriate personnel
- Work to expedite orders to ensure product delivery on time for customers’ needs

Establish and build strong client relationships with category buyers that allow for sales increases and rapid resolution of customer issues to ensure a positive scorecard

Perform customer service and account maintenance duties for customers, including scorecard and portal management

Review orders for accuracy, coordinate order entry activity, and provide necessary information to various internal departments and external customers

Coordinate customer quote activity within the organization and maintain CRM database
- Prepare and present customer quotations and proposals directly to customers or in conjunction with field sales representatives

Monitor account activity, analyze overall account performance, and provide sales forecasts

Occasional travel to customer locations may be required (+/-10%)Work with the SVP of Sales, Marketing, and Customer Experience Manager to analyze customer data to find the most efficient prospecting and sales methods

Manage CRM and meet all requirements for effective data management

Manage customer data within company systems, including ERP & CRM systems

Competencies:

Curiosity, competitive, collaborative, coachable

Knowledge of technical and mechanical aspects of products and services

Knowledge of pricing strategies and negotiation techniques

Proficient in MS Office, CRM, Teams Excellent communication skills both virtually and in person

Excellent organizational abilities to work effectively on multiple projects in parallel

Problem-solving aptitude and ability to think on your feet
- Knowledge of factory production and engineered solutions a plus Previous business and sales experience in manufacturing environment preferable

Experience/

Education Required:

Proven experience in customer service related field with a strong “customer first” emphasis. 5+ years of customer service with BS/BA in a related field preferred

Other Details:

Work Environment:

Manufacturing floor with exposure to industrial equipment, noise, and varying temperatures

Schedule:

Full-time, Monday to Friday, 7:30 AM to 4:00 PM, with overtime required as needed

Medical, dental, and vision insurance
401(k) retirement savings plan with company contributions

Paid time off (PTO) and company holidays

Life insurance and disability coverage