The Customer Relations Specialist role is important to the growth and sustainability of the company. This position is responsible for the day-to-day communication and maintenance of Southern Rubber's CE customer base. This position needs to provide timely responses to customer requests which include expedite requests, order modifications, and shipping information, etc. Finally, this position is responsible for providing exceptional customer service and keeping our customers as Raving Fans of ESP.Customer On Time Delivery:Daily:
- Order acknowledgement to customers on new orders
- Manage expedite and push out requests from customers
- Complete late line coding for assigned customers
Weekly:
- Conduct effective open order management to ensure customer delivery expectations are met
- Manage lengthier/time consuming requests from customers (reports, etc.)
- Meet with Business Development Managers Bi-weekly to keep them aware of customer account activity
Monthly:
- Have a set scheduled call with main contact at each customer to discuss OTD performance and any open issues
Maintain Customer Profitability Daily:
- Monitor customer orders for correct sales prices entered
- Correct any errors or mispriced PO's
- Communicate any pricing discrepancies to customers
Weekly:
- Communicate price increase to customer
- Identify any slow or non-moving parts and speak with the customer on them
- Work with the Pricing Analyst to investigate low or negative margin parts
Monthly:
- Compile E&O list and partner with assigned BDM to present to customer for purchase
- Work w/ Pricing Analyst to review any customer parts that still have low and negative margin and present to customer for correction
Customer communication:Daily:
- Respond to customers' requests in the same day received whether via email or phone
- Work with our suppliers to ensure customer order OTD
Weekly:
- Manage lengthier/time consuming requests from customers
- Review customer OTD using Power BI and RADAR
- Provide customers with requested reports
Provide WOW! Customer Service:Daily:
- Follow the supervision of the Customer Relationship Manager for requested tasks
- Answering incoming calls and emails in a timely manner
- Maintain an upbeat and positive demeanor
- Thank customers for their time and business
- Respond to customer requests quickly, with closure target being on the day you received it
Weekly:
- Share customer feedback and provide recognition on a weekly (at least weekly) basis to team members
Qualifications Education & Experience:Bachelor's Degree in Business Administration, Engineering, or Supply Chain Management from an accredited College or University and five years of related experience; or equivalent combination of education and experience. Familiarity with pressure situations and how to handle them in a professional business manner also required. Tech Skills: Advanced computer skills. Proficient in Microsoft Outlook, Word, Excel, and PowerPoint and Database systems.We train our team to help them succeed, and everyone on our team helps with our success. In this role, you'll be accountable to hit the following numbers each week:
- Accounts OTD = >95%
- Net Promoter Score = >50
- OTD Late Line Coding = 100%
As a member of our team, you will have a leader who:
- Gives clear directions
- Makes sure you have the necessary tools
- Acts with the greater good in mind
- Delegates appropriately
- Takes time to truly understand your role and how you can help the company
- Makes their expectations clear
- Communicates well
- Has effective meetings
- Meets one-on-one with you quarterly or more, if needed
- Rewards and recognizes your performance
You will love it here if you:
- Take Ownership
- Have Fun
- Create Raving Fans
- Have your co-worker's back
- Put value in every day
- Embrace Change
To continue conversations regarding a future together, please apply. We will be reviewing applications and conducting general phone interviews soon. Those that continue in the process will be invited to an in depth in person interview followed by reference checks. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)