Customer Account Specialist Lead

iAutomation, a high technology distributor of industrial automation components, has an immediate opening for a Customer Account Specialist Lead in Franklin, Massachusetts. iAutomation’s product offering includes machine control, motion control, sensing and vision, safety systems, mechanical components and stages. We offer engineered systems and services to provide OEM and end user customers a complete automation solution.

• Data entry into the ERP System
• Command of general order entry skills
• Fills orders by transferring orders to fulfillment; communicating expected delivery dates; communicating tracking and follow up information regarding customer orders
• Generating, reviewing and analyzing reports related to customer and sales activity
• Quoting products and services
  • Generate and recommend additional products for customer by identifying customer needs/application
  • Generate and recommend additional products due to command of product knowledge
  • Product selection
• Quote follow up including answering customer questions on pricing, product and lead time
  • Independent margin adjustments within designated approval matrix
• Meet company sales goals
• Recognize and resolve customer needs including selecting and explaining the best solution for the customer and expediting corrections or adjustments
• Proactive customer service
• Work with other departments to exceed customer expectations
• Build and maintain sustainable customer and internal department relationships
• Recognizing and documenting Sales Leads
  • Route qualified opportunities to the appropriate sales executives and teams for further development and closure.
• Maintain (and expand) database of prospects
• Technical understanding of products offered
  • Ability to supervise fellow employees as an active supervisor
  • Departmental scheduling
  • Delegating tasks
  • Monitoring team performance and daily activities with staff
  • Assist team by performing tasks with them
  • Travel as needed to other facilities
  • Resource for departmental training and development
  • Handling both customer and staff complaints
  • Help to hire new staff and onboarding
  • Reporting to senior management and personnel when required
  • Assisting with development and implementation of policies (and explaining these to team)

EDUCATION

High School education

EXPERIENCE

3+ years Customer Service in a highly technical environment. Ability to analyze sales trends.

PHYSICAL DEMANDS

Sitting for long periods of time. Long hours of computer work. Some car and air travel required.

WORKING CONDITIONS

Typical office environment. Occasional visits to a warehouse or manufacturing environment.