Customer Service Representative

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With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

GENERAL RESPONSIBILITIES:

This role is eligible for a $2,000 sign-on bonus

• Manage a high volume of incoming phone and electronic requests for part orders, service requests, and product information from internal and external customers in an accurate and efficient manner.
• Provide customer support primarily through incoming phone calls, with additional responsibilities that may include email and/or online chat support.
• Field requests from a diverse customer base to include government, end-users, distributors, nationwide Fortune 500 busiensses, internal sales and service representatives
• Communicate and follow through with internal and external customers with a focus on urgency, documentation, quality and customer satisfaction
• Understand Tennant products and service to expertly advise customer of all required purchase order information
• Adhere to all documented procedures related to orders, quotes and service inquiries
• Effectively own and manage daily open orders, billing blocks, and service notification reports
• Effectively resolve customer inquiries, quote, order and general requests, while balancing customer and company needs, including:
• Electronic requests for W9, SDS, POD, certificates of insurance, part identification and vendor information requests
• Status of part and service orders, shipment tracking information, back orders, purchase order confirmations
• Navigating and troubleshooting all inquiries submitted through company online purchasing website
• Partner within Customer Service teams to build effective relationships with other internal departments to include Sales, Service, Supply Chain, Logistics, Engineering, Marketing and Legal

REQUIRED EXPERIENCE &

EDUCATION:

• High school diploma or equivalent
• 0-2 years experience in a customer contact center environment preferred
• SAP and/or FSM ERP systems and Cisco soft phone experience preferred
• Excellent keyboard skills, particularly adept at multitasking while engaging with customers over the phone
• Intermediate PC and PC applications skills (Microsoft)
• Proficiency with Microsoft Outlook
• Experience working in a multi-application and dual monitor environment

REQUIRED INTERPERSONAL & BEHAVIORAL

SKILLS:

• Excellent attendance and punctuality
• Customer Advocacy:
  • Garners information from customers to identify their needs
  • Addresses customers inquiry by involving appropriate resources
  • Provides detailed information concerning customer inquiries and requests
  • Responds effectively to the needs of a diverse customer base, while providing exemplary customer service
  • Communication and Execution:
  • Listens, communicates clearly, concisely and professionally
  • Writes with accuracy, simplicity and professionalism
  • Ensures work is completed according to department guidelines and expectations
  • Demon states strong self-accountability through execution of policies and procedures
• Data Management:
  • Actively and efficiently processes all customer inquiries and requests, with a strong attention to detail
  • Consistent follow up on open inquiries to ensure timely resolution
  • Documentation of all customer impacting information relating to inquiries and requests
• Problem Analysis and Resolution
  • Uses strong problem solving and critical thinking skills to ensure the needs of the customers are fulfilled
  • Utilize the tools, resources and processes acquired in new hire training to resolve customer related requests
  • Understands when to engage second tier support to efficiently and effectively resolve time sensitive customer needs
  • Demonstrates prioritization skills in order to accomodate emerging needs, able to adapt approach as business requirements change

Competit…