Customer Relations Specialist

Ted Pella, Inc. is seeking a Customer Relations Specialist to join our Marketing & Sales team. This position is responsible for maintaining the customer database, and later the Customer information in the CRM, and promote and inform Customers as instructed on product updates and company news, both domestically and internationally. This position will also provide general support tothe Marketing & Sales team. This position reports to the VP of Marketing and Sales.

• Maintains Customer information to validate that it is up to date and accurate.
• Spends time each day learning about our products and product classes, the knowledge of which is used to understand the Customers use of our products to classify the Customers accordingly.
• Updates Customer Data with Customer Account Numbers, email addresses, mailing information, product interests as is available from ERP and various other sources.
• Adds and updates Customer product interest information with the leads collected at trade shows.
• Adds and updates instrument sales info in Mailing List.
• Adds information from Quotes and Inquiries to Mailing List.
• Reviews sales orders from emails and ERP business systems sales records to add new Customers.
• Identify Customers without accounts who have 6 or more sales orders in their sales history, then have Accounting send forms to set up a New Account Application and add to Calendar list.
• Uses Linked In to make new connections and update addresses and application information in the Mailing List.
• Keeps track of returned bulk postal mailings, updating the Mailing List as necessary.
• Serves as the primary point of contact for the upcoming transition between the use of the Mailing List, and transitioning to a CRM. Continue these activities with the new CRM software.
• Coordinates various marketing email and mail campaigns and promotions throughout the year, Domestic and International. Works with internal Graphic Design or vendors as necessary.
• Supports Marketing with specialized and targeted email campaigns based on unique Customer groups in the Mailing List.
• Coordinates the annual Ted Pella Customer appreciation calendar as needed. Works with the vendor to customize the calendar each year, proofs the calendar for accurate color and contents, obtains the necessary proofing and approvals, coordinates the final product printing. Prepares accurate Mailing List for the mailing and coordinates distribution of the calendars well in advance of the new year. Marks new Customer records as eligible to receive a calendar.
• Keeps up to date on Federal Trade Commission Requirements governing email marketing campaigns, ensuring and validating that we are in compliance.
• Searches for potential Microscopy users across the internet, retrieving information for potential new accounts to add to the Customer Mailing List.
• Uses Histonet, Microscopy and Confocal List Servers to obtain potential new Microscopy Customers and associated instrument data.
• Notifies Accounting when it has been determined that an account has been acquired, closed, is bankrupt or address has changed.
• Prepares and modifies documents including correspondence, reports, drafts, memos and emails.
• Performs general clerical duties including mailing as necessary.
• Continually reviews Ted Pella products to decipher which instruments/products the Customers use.
• Keeps up to date on USPS and bulk mail formatting rules as well as current postal rates. Additionally, grows a knowledge for the structure needed for the various USA-based University mail room address formats. Validate that the accounts in our Mailing List record for each University are formatted the same way.
• Maintains an upbeat and positive attitude to provide that Customers have a good experience.
• Performs other…