Customer Relations Associate

Department: Customer Relations

Employment Type: Full Time

Location: US - Indiana - Fort Wayne

Reporting To: Erin Small

Description

Key Responsibilities

• Effectively engage customers; attention to key business requirements and expectations.   
• Provide relevant and relational order information; new products, product accessories, slow moving products, and substitutions for revenue growth; product specifications, programs, training, and pricing and delivery information. 
• Contribute to pull-thru sales growth; focus on ‘up’ and ‘cross’ sale opportunities. 
• Using all applicable reporting and analytic tools, manage order requirements, working with peer support teams to ensure quality, timely shipments. 
• Organize workflow to meet customer timeframes  
• Keep records of customer interactions and transactions according to the Company’s Retention Policy. 
• Communicate and coordinate efforts with internal departments as required to meet customer perceived expectations. 
• Utilize the Company’s relationship management toolset to facilitate and support the customers’ business requirements and their customer needs. 
• Process and reconcile customer accounting transactions. 
• Using all applicable platforms, manage customer activities, including systemic transaction processing, as required. 
• Perform other related duties as required or assigned. 

Skills Knowledge and Expertise

• Effectively communicates information and responds to questions in person-to-person and small group situations with internal and external customers. 
• Speaks a foreign language (as needed). 
• Maintains confidentiality and uses discretion with business information. 
• Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals. 
• Writes routine reports and correspondence. 
• Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions. 
• Deals with problems involving several known variables in situations of routine nature. 
• Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation. 
• Frequently makes decisions of both minor and major importance, which may affect the work operations of other employees and/or clientele to a moderate degree. 
• Completes some moderately repetitive tasks. 
• High-level attention to detail, high level accuracy; reliable results 
• Effective Communication skills, written & verbal; internal & external 
• Ability to quickly adjust to continuous moving requirements; flexibility 
• Demonstrate ability to employ new ideas, concepts and methods 
• Team player, professional in all aspects 
• Uses noncomplex machines and equipment (adding machines, calculators, copy/fax machines, etc.). 

• Equivalent of four years of high school (required). 
• Associates degree (preferred) 
• Three to five years of relevant experience or training in customer service or a related field (required). 

Why Work at Franklin Electric?